How can I filter incoming email to only add the latest comment to an Incident?

[ben_kahn]

Hi,

I've noticed that when an Incident is updated via email, the activity feed quickly becomes very clogged and hard to read - when customers reply via email, the comment that is added contains the entire body of the email that they are replying to. This leads to very long comments that contain a lot of duplicated text. Is there an easy way to filter incoming messages so that only the customer's response is added to the Comments section of the Incident? I'm thinking I could use a <HR></HR> tag or something similar and include a "Don't write below this line" message in the outbound notification email, and then filter out everything below that in the inbound mail, but am unsure how to go about setting that up. I think initially our email config was done by the previous administrator with help from our implementation partner so I really don't have much insight as to how that works.

Thanks!

[Christophe Eule]

Old topic, but new solution.
Since Quebec, there is "Email reply separator" functionality.

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/notification/task/parse-email.html

[New Developer_S]

 Can some one explain how to use Email reply separator for inbound email actions ?