UTF 16 servicenow

[amaradiswamy]

Hi All,

We will get an automated email in UTF-16 format and when we try to import in servicenow, it is creating field names with junk names(with symbols).

how to make UTF-16 encoding readable in servicenow?

Thanks and regards,

Swamy

[tony_barratt]

Hi Swami,

Very likely the junk in the fields was caused by the html in the inbound email 'body' not being parsed correctly, and populating the body_text when the email was processed when received.

This assumption can be checked by inspecting the body and body_text field of the sys_email record.

If confirmed the question is why was readable text not parsed from the html.

Next step could be to copy the xml from sys_email field and check this xml is valid html, with an online html syntax checker.

Could also edit the email body and reprocess the email to check results - if you are on a sub-prod instance.

It could be that removing embedded images will lead the the email being processed correctly.

Best Regards

Tony

[amaradiswamy]

Hi Tony,

Thanks for your reply !!

we have corrected this issue, by placing utf-16 in properties of data sources and then it started working fine.

Regards

Swamy