Email signature images are attached to incident

[hatazhix]

Hello,

I am using Servicenow Geneva version and I have noticed that when vendor has signature with images like facebook, linkedIn and etc. Then these images will be attached to this specific incident that vendor have replied. This issue was in previous versions and there was some solutions that made note about image size or something similar, but I am looking for valid and working solution.

[Chuck Tomasi]

Hi Hai,

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[hatazhix]

like   I said is there any option that does not check size or what is the best option for this fix?

[damianj_ · Accepted solution]

Hi Hai,

I know the pain. I had been looking for a perfect solution for months until I found incidents with over 300 social media icons in our instance. Unfortunately, there is not much you can do without analyzing the attachments and best option depends on what exactly want to achieve. File type and size is something that can be implemented easily and works pretty nice. Nevertheless, in our case it was not enough as images in signatures are sometimes around the size of other images(e.g. really small screenshots). I decided to implement more sophisticated solution that may still be far from perfect but worked like a charm.

If any of the below tests fails, attachment is moved to the ticket as usually. Otherwise, attachment stays intact under sys_email record.

1. Check file type(image) and size(<4096 bytes).

2. Calculate hash

3. Compare list of blacklisted hashes. The list consists of hashes of official images used by our company and our vendors.

4. Compare hashes of already attached images of the same size and type to avoid duplicates.

Magic happens in one business rule on sys_attachment table.

I cannot share the script at the moment but let me know if you would like to know more.

// Damian

[hatazhix]

Hello,

thank you for answer and I am trying to build this Business rule.

how do you check type image and how do you put in condition that size is under 4096 bytes? in my instance there is no size condition that is "under"