Reverting the REGEX in sys_email_reply_separator table - Known Error

Reverting the REGEX in sys_email_reply_separator table Description After upgrading to Utah (Patch 6 and below), you may notice that the Email Reply Separator titled Gmail email separator was updated to have a value of ^(On\s(.{0,500}((\n){0,1})){1,4}wrote:)

This can intermittently cause an email.read event to have a very long processing time, possibly as long as 30 minutes.

This can affect instances regardless of whether or not they actually use gmail.

Steps to Reproduce

Check the Gmail email separator value by replacing at this URL: .service-now.com/sys_email_reply_separator.do?sys_id=eefb48600f22101051218e8ebc767e4c

If the value is ^(On\s(.{0,500}((\n){0,1})){1,4}wrote:) then you could be at risk for this issue intermittently.

Workaround This problem is under review and targeted to be fixed in the following versions: Washington DC, Vancouver Patch 1+, Utah Patch 7+.

The Workaround for this issue is to perform the following:

1) Navigate to the "Gmail email separator" record by replacing here: .service-now.com/sys_email_reply_separator.do?sys_id=eefb48600f22101051218e8ebc767e4c

2) Revert the "Separator" value to " ^(On\s(.{1,500})wrote:) " and save ( note: remove quotation marks )

3) Check if any "events process 0" jobs are currently active. If so, kill all active "events process 0" jobs. This can be accomplished through the UI by following this documentation: View and kill an active transaction. If you see no records in the Active Transactions table with URL = "events process 0", then you can skip this step.

4) To ensure you will receive updates to this Separator value in the future without the need to evaluate a Skipped Change during Upgrade , you can perform the following ( note: optional ): - Navigate to .service-now.com/sys_update_xml_list.do?sysparm_query=name%3Dsys_email_reply_separator_eefb48600f22101051218e8ebc767e4c - Set this record's Replace On Upgrade value to "true". You may need to add this field to the list view or form to modify it

FAQ:

Q: How can I tell if I am affected by this issue? A: You can check the "Steps to Reproduce" in this article to check if you meet the conditions.

Q: Is my instance affected if we don't use gmail (or don't use gmail anymore)? A: Yes, you are still affected and should apply the workaround or upgrade to a fixed version.

Q: Which versions contain the bad separator value? A: Utah Patch 1 through Utah Patch 6

Q: What should the Gmail email separator value be? A: Per the workaround in this article, it should be set to: " ^(On\s(.{1,500})wrote:) "

Q: Is there a permanent fix? A: Yes, in Utah Patch 7+, Vancouver Patch 1, Washington.

Q: What is the impact if I am affected, but don't apply the workaround? A: You may intermittently experience very slow email processing of possibly up to 30 minutes.

Q: Will there be any system maintenance associated with this issue? A: No. To remove all risk, you must either apply the workaround or upgrade to a version which contains the fix.

Q: I am trying to kill the "events process 0" job per step #3 in the workaround, but can't find it. A: Navigate to the Active Transactions table found via this documentation: View and kill an active transaction. If you do not see a record with URL = "events process 0", then you can skip step #3 of the workaround.