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Inbound emails received and processed display broken attached images in preview HTML body and in target record activity stream notes - Support and Troubleshooting
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  • Inbound emails received and processed display broken attached images in preview HTML body and in target record activity stream notes
KB0693349

Inbound emails received and processed display broken attached images in preview HTML body and in target record activity stream notes


2307 Views Last updated : May 16, 2023 public Copy Permalink
KB Summary by Now Assist

Issue

When an email is sent to a ServiceNow instance with embedded/inline images in the email body, the email is received and processed successfully, but the images appear broken when checking the received email in activity notes of target record.

 

Symptoms
When you open the target task record (incident/problem/change etc.) that is created/updated by the received email, the email content displays broken images / broken links in the activity notes.

Broken Image

 

Resolution

The system property glide.email.inbound.convert_html_inline_attachment_references is set to false or probably misconfigured. This is a Boolean property (true/false). The term "misconfigured" means the property type is opted as String with value false. Setting this system property to true with the correct type will fix the issue for new inbound emails and apply no changes on previous emails.


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