How do you get "Email Reply Separator"s to work?

[Ian Hawkins]

When we receive a reply email that updates an existing Case, the whole email gets written to the "Email Received" entry in the Activities log.  We want it to truncate it at the "From:" text, so only the actual latest part of the email is saved in the entry:

We assumed this is what the Active "Email Reply Separator"s should do, or have we misunderstood?  Our 3rd party consultants say this is not what they do, but the documentation seems to say they should do this.

We have the two default Email Reply Separator's Enabled, but when reply emails are processed, it is still putting the whole email chain in the Activity log entry, despite the reply having "From:" in the chain.  It is not truncating the email.

How do you get these to work?  Do we also have to add something to our Inbound Email Rules, or should it just work?

The only documentation on Email Reply Separator I can find is:

Parse an email thread | ServiceNow Docs

This seems to have replaced the previous Discard everything below this text if found in a reply body (glide.pop3.reply_separators) functionality

I have found knowledge article KB0955628: How to capture the reply only and discard the rest email body from HTML inbound reply email when 'gl...

This talks about the old glide.pop3.reply_separators method not supporting HTML email – the majority of our inbound email is HTML.  Could this still be the problem with using Email Reply Separator?  If so, is the only approach to still add the code to all the Inbound Email Actions as described in the Knowledge Article?

Many thanks for any help trying to get the "Email Received" entry to only have the latest part of the email in it.

Ian

[Dubz · Accepted solution]

The email received record doesn't get any content removed, this is just a link to the email record. It's the additional comments that are created from the content of the email that get truncated.

[Ian Hawkins]

Ah!  Thanks for confirming - the documentation does not make that clear.  We assumed this affected the "Email Received" record.

[Kenneth Zabrisk]

I'm not following the answer, but I too need to address this problem.

Like Ian, I do not see that the email separators are helping at all.  For instance, if they were, I would expect the Inbound Email object in Flow to have a "most recent reply" object, but it only has one for Body Text, which contains everything.

I want to parse the email so that only the most recent reply is added as a comment, not everything else in the mail.   Dubz states that it's "the additional comments" that get truncated, but I don't see where to look for those in the flow.

[New Developer_S]

Hi Kenneth,

Were you able to resolve this finally ? if yes, Could you please post the solution? I am also looking for a Solution for this.

thanks,