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

[shloke04]

Hi,

Navigate to below URL:

https://instance.service-now.com/nav_to.do?uri=sys_email_reply_separator.do?sys_id=c1db40640f22101051218e8ebc767e04

Replace "instance' with your instance Name.

Make sure this is Active. Screenshot below for reference. 

Also a similar discussion related to email separator is there, please have a look if that helps:

https://community.servicenow.com/community?id=community_question&sys_id=237ea442db908194be625ac2ca9619df

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Ian Hawkins]

Hi,

Thanks for replying.  I have double-checked the two default Email Reply Separator records that we have:

They are both Active:

I've had a read through the other thread, but can't see anything on there that may help us with this issue.

When we receive a reply email that updates an existing Case, the whole email still gets written to the Activities log entry and it does not get truncated at the "From:" text as specified in the Active Email Reply Separator:

Any other idea's?

Thanks

[#4]

I added a custom reply separator which is basically the below with an order of 15 (anything less than 1000 will suffice!):

'From:<name of the address my instance sends from>'

This was put in place some 5 years ago so i can't guarantee that newer instance versions are using reply separators by default but i don't see why they wouldn't (not sure what your consultants think they are actually for?!).

[Ian Hawkins]

Thanks for replying @Dubz .  Please can I double check what you actually see?  When you receive an email that updates a Case, the "Email Received" entry in the Activities gets truncated at the "From:..." text that you have specified in the "Email separator":

You haven't had to do anything else, such as editing an Inbound Email Rule, to make it do this?

Thanks, Ian