Inbound Email Formatting

[Dinga]

Hoping someone can identify where my issue may exist. We're attempting to send some formatted emails into Service-Now in automated fashion. In our dev environment, the emails were inserted into Incident records without issue, maintaining the table format that was passed in the email. The table is simple - 4 rows, 4 columns.

In our production environment, the table is stripped from the email and a string of text derived from the table is inserted instead.

Please see the attached image for a quick visual; both records were created using the same inbound emailing method, despite a few minutes difference in the timestamps.

The problem is that I've scoured the Email properties page in Service-Now, as well as many other property pages, but I cannot find anything that would appear to have a bearing on this. Has anyone ran across this before? If not, any ideas for me to check?

Thanks!

[Masha]

You might have already checked this one out but: can it be in the way you are referencing the text of the body of the email? There is email.body_text and email.body_html

http://wiki.servicenow.com/index.php?title=Inbound_Email_Actions#Accessing_Email_Objects_with_Variables

[Dinga]

Great thought! I hadn't checked that, but it doesn't appear to be the culprit as it is. Both production and dev instance "Create Incident" rules on Inbound Actions begin with this line:

current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;

[marco111]

Hi there, i know this thread is a bit old, im hoping someone has could help with a newer issue, it would be much appreciated

Just having an issue around formatting since we have upgraded to the latest release, Berlin.

The error is that the email reply loses all formatting, spacing, carriage returns, pretty much unreadable after the inbound action processes it.

Ive been able to identify the issue being the line below in our reply, inbound action

current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

No idea how this has changed since the upgrade as it has been working fine, if i need to have ServiceNow enable for java?.. ive tested changed the end of the line to email.body_html and then back to email.body_text but that didnt work.

Any ideas??

Thanks again
Cheers

[eican]

We had the same issue and it is a known problem which is already fixed in a later release. Open a ticket with support so you get entitled for a later release.