Inbound Action to trim inbound email

[Chuck Tomasi]

I'm looking for a way to trim either the activity history on an outbound message or the incoming reply.

Our company is email happy and this has cause some problems. By default, adding ${comments} to a mail notification includes everything. As a result, someone who hits reply, sends all that stuff back and it gets add to the activity history. When an itil person adds a comment to an incident, for example, the notification is now exponentially longer and longer and longer. After a dozen responses back and forth, the activity history becomes useless.

Does anyone have any suggestions how to control these really long tickets (other than telling people to manage their replies better)?

[geannaweed]

That would be:

Spoke to ChesterH, it's less busy at this hour so he can't tell yet if they're good. Informed him that we rebooted the TLH gateways earlier which most likely impacted their calls.

3. A subject line starting with a recognized reply prefix (when neither a watermark nor an In-Reply-To header is present) and a valid record number that matches an existing record.

New emails will create a ticket. A reply to that email will be appended to the additional comments. Our dilemma is, it's always the entire email thread that is getting sent to the ticket. How do I limit the characters or limit it only to the latest reply.

[Valor1]

On the Email Properties wiki page, there's the following property explained:
glide.pop3.reply_separators: Specifies the comma-separated list of separators that cause the instance to disregard everything below the text string in the message body. This list is case sensitive.

Figure out what the first line of the historical thread is, and add it to the list.

http://wiki.servicenow.com/index.php?title=Email_Properties#Advanced_Settings

[geannaweed]

You see I've done that too. Does not work.

I've attached here an email.

Current email properties has:
\n\n-----Original Message-----,\n\n _____ \n\nFrom:,________________________________,----------end----------,____________________________\n

It copied the entire thread onto the ticket still.

[Valor1]

The line across the screenshot is not a bunch of underscores, but an "Horizontal Rule" represented in HTML by "

---

", "

---

", or "

---

" (or variants with 'HR' instead of 'hr').

Maybe try adding combinations like "

---

\nFrom:" to the property list.

[geannaweed]

Make any difference? Even if only put the string 'From:', it's still does not work.

Now I've put

---

\nFrom:, does not work either.

I do notice as well that when the email appends in the ticket, the line (horizontal you saw) does not show. It only posts like this:

20-09-2013 18:05:25 - Genna De GuzmanAdditional comments
another email received from: Genna.DeGuzman@kgb.com

___________________________________________________
genna de guzman | kgb | global support and operations center supervisor
office: 4357 (HELP) (US & UK) | Mobile: +63.917.854.2327
know more_ service-now

From: Dan Garza
Sent: Friday, September 20, 2013 4:47 PM
To: Michael Salinas; TX2 DesktopSupport
Cc: GSOC; HSI TSS; Steven Phillips
Subject: RE: Station 55024 not recording calls

I repaired Verint on this machine and verified the correct extension and IP settings. Please have the agent test to see if the problem is corrected.