Processing inbound email action with special characters

[kkadarsha]

Hi All,

Facing an issue where email with special characters is being modified when servicenow receives it.

Example:

Original :Risk&Compliance

What is received at service now:Risk&Compliance

I am setting the assignment group from the email since its been modified assignment group setting is failing.

I could see in the wiki that http://wiki.servicenow.com/?title=Inbound_Email_Actions#Character_Encoding

11 Character Encoding

ServiceNow checks the MIME type of incoming email to verify the character encoding. If the email encoding is ASCII-7 or UTF-8, inbound email actions preserve the character encoding in any associated task records they produce. If the email encoding is ISO-8859-1, the inbound email action attempts to convert the email to Windows 1252. Inbound email actions convert any other encodings (for example, Mac OS Roman) to plain text, which may or may not be readable.

Does anyone has a solution on how to prevent it?

Regards,

Adarsha

[souren0071]

Hi Adarsha,

You can use RegEx expression in the inbound action script itself in order to remove unwanted text received for special character.

Please refer to these threads for more information:

Re: Inbound Email Action Variables

Inbound Email Actions Special Characters

Regards,

Souren