ways to handle full email signatures cluttering Incident tickets

Sharad_Mehra — Mon, 13 Apr 2026 18:00:08 GMT

Hi Community,

We are facing an issue where Incidents created or updated via inbound email include the user’s full email signature and legal disclaimer, which makes the ticket description/comments difficult to read and impacts analyst efficiency.

We would like to understand the best‑practice approach to handle this in ServiceNow.

Current behaviour:

Incident creation/update via email captures the full email body
Email signatures, disclaimers, and contact details are included
This results in cluttered descriptions and additional comments

What we are looking for:

Recommended OOB or best‑practice solution to strip or minimise email signatures
Preferred approach:
- Inbound Email Action?
- Pre‑processing the email body?
- Safe scripting patterns (without breaking valid content)
Any built‑in ServiceNow features or settings that help with this
Common patterns or markers used to identify signature blocks

Constraints / Notes:

We want to avoid aggressive regex logic that could remove valid user input
Solution should be maintainable and upgrade‑safe
Ideally applicable across Incident and other task tables

If anyone has implemented a stable solution or can share examples/patterns they’ve used successfully, that would be very helpful.

Thanks in advance!

Re: ways to handle full email signatures cluttering Incident tickets

Tanushree Maiti — Mon, 13 Apr 2026 18:22:20 GMT

Refer this link, if it helps.

Remove Email signatures from Inbound email action triggered journal entry

question ways to handle full email signatures cluttering Incident tickets in Community Central forum

ways to handle full email signatures cluttering Incident tickets

Re: ways to handle full email signatures cluttering Incident tickets