Inbound Email Action - Body truncated and moved to Junk!

[CharlesR1]

Hello all,

We have an inbound email action which should log a new incident, however there is a problem. Some of the inbound emails we are receiving are huge (1000+ lines of text) - this exceeds the value set in com.glide.email.max_body_bytes, and so the message is sent to Junk and not processed.

Is there any way to:

1) Allow the body to truncate, BUT log the incident anyway, rather than moving to Junk, or....

2) Add the content of the body as an attachment, rather than as text in the body, or....

3) Increase the size of com.glide.email.max_body_bytes to allow for 1000's of lines of text without compromising performance (I think I know the answer to this one already!)

Thanks for any advice!

Charles

[Chuck Tomasi]

Hi Charles,

Obviously #3 is the easiest, but carries with it some risk of long junk mail sneaking in to the system. You'll have to assess that risk and the value.

#2 is going to be the most challenging in terms of implementation IMHO. However, there are smart people on the community that may surprise us both.

You could try #1 in the inbound action by truncating the body before you process it. Not sure what will happen there.

[patrickmcgonagl]

This might help with creating an attachment out of the email body.   I don't know if this would catch it before it gets processed as junk though.

Create and Incident via email and convert the email to attachment

[Community Alums]

Where can i find "com.glide.email.max_body_bytes"?

[Chuck Tomasi]

You can find it in the list of system properties.

http://wiki.servicenow.com/index.php?title=Email_Properties#gsc.tab=0