When a case create, servicenow will sent out the email to the customer's email. When case got updated, it will also sent a email to the customer, the body will contains something like
<td style="color: #ffffff; height: 60px; text-align: left; border-bottom: 1px solid #cbcbcb; background-color: #ffffff; padding: 10px 0px 10px 25px;"><img src="logo.png" width="250" height="45" alt="" data-library="false"></td>
When customer reply on the email, it will check something like hashValue.. (maybe come from sys_attachment?) and if not exists, it will upload it (I believe add to the sys_attachment table and also update to the case .. because the record said "System Image Uploded•2024-09-19 22:04:14".
What I want to do is when user reply on the system generated email with the logo, on the case level don't update the logo to the work notes..
