How to use email reply separators?

[kkrushkov]

Hello, Team!

I've been searching but haven't found any information on how to use email reply separators [sys_email_reply_separator] in an email inbound action script. Can anyone provide guidance or examples on this?

Thanks in advance!

Best regards,
KK

[Rajesh Chopade1]

Hi @kkrushkov 

Email reply separators in ServiceNow are used to identify and strip out quoted text, previous email threads, or signatures from incoming email messages.

I have provided all the information above but looks that's not clear, let me give the explanation of javascript code which earlier i have shared:

1. EmailUtil Class: The EmailUtil class provides methods for handling email content, including stripping out quoted text based on the reply separators defined in the sys_email_reply_separator table.
2. extractReplyText Method: This method extracts the new content from the email body, stripping out any quoted text or previous email threads based on the reply separators.
3. Clean Body Processing: After extracting the clean body, the script processes it as needed. In this example, it creates a new incident with the clean email content.

How to Test:

1. Create a Test Email: Send a test email to the ServiceNow instance that includes quoted replies or signatures.
2. Trigger the Inbound Action: Ensure the inbound email action is triggered by the test email.
3. Check the Logs: Verify the logs to ensure the extractReplyText method has stripped out the quoted text as expected.
4. Review the Incident: If the action creates or updates an incident, review the incident to ensure the clean email body is correctly processed and stored.

I hope this will provide more clarification and helps to resolve your issue, if yes please mark my answer helpful and correct.

thank you

Rajesh chopade

[John Helebrant]

Can you please share the 'extractReplyText' method in the EmailUtil script include? I think that's what people are struggling with here. Thanks!

[Vishwa Pandya19]

Hi @kkrushkov ,

did you find a solution for this? I have the same exact requirement and i'm stuck.

Regards,

Vishwa

[Yvan1]

Was this ever addressed?
The extractReplyText doesn't seem to exist in our OOB EmailUtil either.