Alerts populating Unknown values for few emails of Success Factors

[Dhana1]

We have integrated Success Factors via email methodology to Service Now and receiving different email formats with different characters in email body.

Most of the Alerts are populating correct values based on Event rules but few alerts are populating Unknown Values as per our investigation we found different characters in email body.

Please see the below email formats and provide any assistance to fix this issue

1) 

________________________________________

From: SYSTEM system@successfactors.com

Sent: Thursday, 3 October 2024 23:35:24 (UTC+01:00) Brussels, Copenhagen, Madrid, Paris

To: ITCSM Automation

Subject: Execution Manager Process Notification for ‘DAILY HRIS SYNC ( EC To EP)’

The Scheduled Job process for ‘DAILY HRIS SYNC ( EC To EP)’ with the Process Definition ID ‘hrisSync’ has a current status of ‘Failed’. 

2) 

________________________________________

From: No-reply system@successfactors.eu

Sent: Saturday, 7 September 2024 06:26:10 (UTC+01:00) Brussels, Copenhagen, Madrid, Paris

To: ITCSM Automation

Subject: Execution Manager Process Notification for 'EC Alerts and Notifications'

The Scheduled Job process for 'EC Alerts and Notifications' with the Process Definition ID 'ecAlertsAndNotifications' has a current status of 'Failed'. 

Sample 1: We are receiving (‘’) - Issue with this quotes according to our observation but some of them work but only few doesn't work  ... means only few populate unknown values.

Sample 2: We are receiving ('') - Double quotes are not an issue as far we could see

In order to fix this we thought to adapt the Inbound action for replacing the (‘’) with ('')

Below is the code which we have adapted in Inbound action

--------- >  var body = email.body_text.replace(/[‘’]/g, '\'');

But once the Inbound Action is saved it is converting the code as below not sure why 

--------- >  var body = email.body_text.replace(/['']/g, '\'');

When we have tested the same code in JSON Scripter test the replace method works fine but in Inbound action it is automatically changing the special characters after its saved not sure if this is the problem or any need to work on event rules to fix this.

Note: Success Factors is enabled to integrate with our ServiceNow Prod so when testing I am sending from my personal email address to our Service Now Dev Instance during testing came to understand its not issue with quotes as adapting Inbound action with replace method doesn't make any change to make it work and few emails which are working in Prod doesn't seem to work on dev that means populating unknown values.

Please help me how to resolve this issue.