Reply email with valid watermark classified as newIssue Since a specific time given, each incoming email that contain the word "is approved" or that relies on a watermark that seems valid is getting as "Receive Type = New" Before that the email were getting as "Receive Type = Reply". Because of that the email is not processedFor example Ref:MSG0146854_mq16jsA1o6F9JbbzacY1. The issue does not occur using web interface such as Office 365 browser email app. CauseInvisible characters printed between watermark string causing replies tagged as new. It can be confirmed by a text editor that shows invisible characters: Some customers have found the issue since Office365 updated their Outlook Email client ResolutionThe issue cannot be solved on ServiceNow side as the invisible characters come from an external source. Some Microsoft Customers have solved the issue by the next steps: In Outlook, I went to File > Options > Mail > Stationery and Fonts.Click on each of the 3 "Font" buttons, and unchecked the "Hidden" flag. There is another alternative to remove the characters on ServiceNow side by a business rule before insert on sys_email record but it is not advisable as it can engage the instance performance and the watermark could contain many different invisible characters not easy to identify and set in a script.