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