question Email Reply Separator not working in ITSM forum

Email Reply Separator not working

ankita1506 — Wed, 06 Aug 2025 16:41:42 GMT

I have to trim the incoming email data and remove signatures & logos. I have created an Email Reply separator to filter out everything after "Regards" but it is not working. I am attaching screenshot of the separator I have created. Please guide what am I doing wrong or if there is another way of achieving this.

Re: Email Reply Separator not working

Chaitanya ILCR — Wed, 06 Aug 2025 16:46:53 GMT

Hi @ankita1506 ,

just use Regards instead of /nRegards

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

Re: Email Reply Separator not working

kaushal_snow — Wed, 06 Aug 2025 17:01:21 GMT

Hi @ankita1506 ,

The Email Reply Separator only trims content when inbound emails are used to create Additional Comments, such as via an Inbound Email Action or Inbound Email Flow. It does not trim the original email stored in the Email Received record, it only affects what gets added to the target record's comment field.. Please make sure you email reply separator are properly formatted, and matches actual incoming email text (e.g. "Regards", "Thanks", etc).

Try this once and let me know. If you find this helpful, please accept this as a solution and hit the helpful button..

Re: Email Reply Separator not working

Bhuvan — Wed, 06 Aug 2025 17:10:09 GMT

@ankita1506

Give this a try,

https://www.servicenow.com/community/developer-forum/inbound-action-trim-excess-emails-increase-user-engagement/m-p/2147945

Thanks,

Bhuvan

Re: Email Reply Separator not working

ankita1506 — Wed, 06 Aug 2025 18:25:50 GMT

then what is the possible solution?

Re: Email Reply Separator not working

ankita1506 — Wed, 06 Aug 2025 18:26:08 GMT

Hi Chaitanya, It did not work

Re: Email Reply Separator not working

ankita1506 — Wed, 06 Aug 2025 18:27:09 GMT

there is an oob separator already defined to trim sender with keyword "FROM" and it is working