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Description

Zero width space (​) in inbound email gets translated to question mark
We are seeing situations where certain versions of Microsoft Outlook insert "​" at the beginning of emails. This is the Unicode Character for ZERO WIDTH SPACE. ServiceNow is translating this character into a question mark which appears at the beginning of the comment.

Steps to Reproduce

1) Log into a madrid patch 10 instance or any other instance's version which suspicions of be facing this issue.
2) Create an email to the instance with the purpose of creating a new incident.

3) Ensure  you include this string "​" in the body
4) Inspect the content of the email body and the ticket  created and its comment:


ISSUE: You can notice "​" is being translated into a question mark:
=============================

EG:

email Body:
<p>&#8203; line one.<br>
</p>
<p>line two.<br>
</p>

Incident update to:

?This is line one.
This is line two.
=================================

Workaround

This problem is currently under review and has no workaround yet. To receive notifications when more information will become available, subscribe to this Known Error article by clicking the Subscribe button at the top right of this form. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.


Related Problem: PRB1394500

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Associated Community Threads

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Article Information

Last Updated:2020-04-02 01:12:24
Published:2020-04-02