Ignore Email Reply Separators on Inbound Action

[Brian Smith1]

Is there a way to make an inbound email action ignore the Email Reply Separators?  I have a case where I need one particular one to read the entire email including the original email, but the Reply Separators strips the original content from the email.body_text.  Thanks for any assistance

[DrewW]

So when you look at the Body Text field for a message you do not see the original message?  I would say that is probably because the email client that sent it stripped it out.  When I look at the body text field for messages that we receive it has the original message and the new message.

Now if you were hoping for the automatic parsing the system does would look at it all including the reply part I think you are out of luck on that one and will have to do something yourself.

[Brian Smith1]

I can see all the reply in the Body of the actual email record, but I logged out the email.body_text in the inbound action scrip and it had stripped everything past the email separator value.   Is there some way to retrieve it out of the object EmailWrapper or have the inbound action ignore the separator value and return the entire thing to email.body_text?   I have tried sending it and manually stripping out everything above the original email and it works fine, but doing Reply adds the default message of anyone that sends and this causes the original info to be parsed out.   Thanks for any insight.

[DrewW · Accepted solution]

Have you looked at the sys_email var to see if the information you are looking for is there?  If not it should have the sys_id of the email record so you can query for it.

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/notification/reference/r_AccessingEmailObjsWithVars.html#d51748e300