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)?

[Valor1]

I'd say that a HI ticket is in order, then.

[geannaweed]

for trying

[Tamil5]

Hey ge dg,

Hope you doing good.. Did you get a chance to succeed with this.. Am facing the same issue. I need to strip out the original message from the emails that are coming from Outlook and none of the email property is helping me.

Can u advice.

Thanks in advance.

Prici

[Tamil5]

Update: Managing Email Replies | Glass 'putan with Service-Now   page helped me.

[diane_gregory]

Hello- I know this post is years old, but my organization is struggling with this issue right now and wondering if anyone has any updates to this. Currently our Inbound email action for Update Incident is off, but assigned to of Incidents are missing a lot of additional comments made by the users. We turned this action off a couple years ago because the comments was extremely lengthy and just became hard to make sense of in the activities. We are trying to figure out how we can re-activate this inbound email action but strip out some of the email chains. 

Thanks