Inline email images are displaying cid reference in HTML field in HR Case

[heathers_]

Cases are being created by Inbound Action, likely with embedded images in the email. We do have system property glide.email.inbound.convert_html_inline_attachment_references set to true and the images DO display in the HTML preview and activities, however, the images do NOT display in the HTML description field - instead we see the cid reference. Additionally, using 'description' in emails displays the cid/broken link instead of displaying the image. 

Is there a method to embed the inline images directly into the HTML field, similar to using the Insert/Edit Image function. 

[Rampriya-S]

Hi @heathers_ 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0749517

Inbound email embedded images are being added as attachments to the target record.

Please mark helpful if you accept the solution.

Regards 

Rampriya S

[heathers_]

Thank you. Correct, the images are added to the target record. How can I display them in the html field as well?

[heathers_]

I haven't been able to resolve the cid in html issue but for the sake of notifications, I'm using this email script to display the original email body with images.

var gr = new GlideRecord("sys_email");
    gr.addEncodedQuery("type=received^instance=" + current.sys_id);
    gr.orderBy("sys_created_on");
    gr.query();

    if (gr.next()) {
        template.print("<br />" + gr.body + "<br />");

    }

[Slava Savitsky]

You can reach out to ServiceNow Technical Support regarding the cid issue.