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Automate Processing Junk Mailbox Emails (Actually Not Junk) Received and Ignored Due To Email Body Size Limit

 

Scenario

ServiceNow Instance receives an email with attachment and the content of attachment are also appearing in email body which is actually exceeding the email body limit. Due to which email is received but ignored by the instance and land in Junk mailbox. 

This is not an issue from ServiceNow side instead a limitation from incoming email source as the platform is working as designed.

 

Symptoms

You see below warning in email logs:

Email set to received-ignored because its size exceeds the value set in com.glide.email.max_body_bytes. 22 character(s) were truncated from the body field.
Resolution

In order to control it from ServiceNow side, please follow below steps:

  • Write an async Business Rule (BR) script
  • Define conditions so that it triggers only for email in question as we don't want this for every junk email.
  • Define a script that will clean the email body (or use a standard text) as the same contents are available in attachment and move that email from Junk to Inbox mailbox and Reprocess this email.

 

Note:


+ Please use attached script as a reference and modify it as per your needs.

+ This is not an issue from ServiceNow side as the platform is working as designed instead a limitation from incoming email source as the source is copying attachment contents in email body additionally.

Article Information

Last Updated:2018-08-03 08:01:12
Published:2018-07-22
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