Inbound action - not parsing html

[CCZMAX1]

Hi, I have a particular email that contains html in the body but my inbound action is not parsing it as html. Instead it thinks it is plain text and displays the html tags in my incident description field.

The inbound action is correct as it works for all other emails but ones coming from a particular vendor.  I am thinking perhaps there is something in the html that is causing this.

Has anyone had this issue before?

Many thanks

Max

[Sohithanjan G · Accepted solution]

hi @CCZMAX1 

Use body_text attribute in email object instead of body. 

Refer https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0681056

[Sohithanjan G · Accepted solution]

hi @CCZMAX1 

Use body_text attribute in email object instead of body. 

Refer https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0681056

[swathisarang98]

Hi @CCZMAX1 ,

Could you please try doing the below,

current.description = email.body_text.toString();

If the above doesn't work try something like below,

var emailBody = email.body_html.toString().replace(/<br\/>/g, "\n");
current.description = emailBody;

or

current.description = '<pre __default_attr="plain" __jive_macro_name="code" class="jive_text_macro jive_macro_code"><p>' + email.body_html + '</p></pre>';

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[swathisarang98]

@CCZMAX1 , Thanks for marking my answer as helpful. If it helped you in any way please accept the solution so that it will be beneficial to the future readers with the same query.

[shyamkumar VK · Accepted solution]

@CCZMAX1 , Try with this below 

current.description= email.body_text
OR
current.description= email.body_html

Regards,

Shyamkumar