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>​ line one.<br>
</p>
<p>line two.<br>
</p>
Incident update to:
?This is line one.
This is line two.
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Workaround
- To contact microsoft support and ask them how to avoid this translation, or how to sent the email as text/html only, so we will do the translation instead, or
- To modify your inbound actions and use the HTML body instead. e.g. "" + email.body + "". Please fully test on development before making changes on production
- To educate your users that outlook is adding a question mark when a space is left before some strings.
Related Problem: PRB1394500