Email with same watermark getting treated as New Email

[gazalagrawa]

I am sending a reply email to instance (without any RE or FW) but having same watermark (ref tag) of the email. It is working fine in one instance where the email is considered as reply and got attached to existing record while in another instance it is considered as new.

Is there some property? How can I fix this?

[Tanushree Maiti]

Hi @gazalagrawa 

Refer: KB0954334 Reply email with valid watermark classified as new 

The issue cannot be solved on ServiceNow side as the invisible characters come from an external source.

Some Microsoft Customers have solved the issue by the next steps:

1. In Outlook, I went to File > Options > Mail > Stationery and Fonts.
2. Click on each of the 3 "Font" buttons, and unchecked the "Hidden" flag.

There is another alternative to remove the characters on ServiceNow side by a business rule before insert on sys_email record but it is not advisable as it can engage the instance performance and the watermark could contain many different invisible characters not easy to identify and set in a script.

Also check :https://www.servicenow.com/community/developer-forum/reply-emails-being-classified-as-new-even-with-...

KB0622994 Emails created by clicking Reply and editing are not treated as new because of persisting ...