Sensitive data redaction not working for inbound emailsIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: ; width: auto; height: auto; } } Sensitive data redaction is not working for certain details such as Social Security Number (SSN) or Credit Card Number . Despite having the required plugins installed and following the correct steps to enable redaction, the issue persists. Symptoms<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: ; width: auto; height: auto; } } The Redact Sensitive Data plugin is active in the processed inbound email action. However, the Email Log in the sys_email record form view does not show the expected entry:"Email Record may be partially redacted in..." Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: ; width: auto; height: auto; } } Xanadu and above Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: ; width: auto; height: auto; } } The issue is due to incorrect test data formats that do not match the expected regular expressions: SSN Format Error: The SSN value in the affected email record was xxx-xxx-xxxx had an extra digit in the middle section (3 digits instead of the required 2).Credit Card Format Error (American Express): The value used was a 16-digit number starting with '3'. Example of incorrect format: 34xx-xxxx-xxxx-xxxxAmerican Express cards should have 15 digits and start with 34 or 37.Correct format: 378225246366005 Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: ; width: auto; height: auto; } } 1. Plugin & Feature Activation :Activate the Sensitive Data Redaction for Inbound Emails plugin To Enable redaction on the inbound email actions, Verify (com.glide.email_inbound.redaction) is activated Steps to Activate sensitive data redaction for inbound emails plugin:https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/notification/task/activate-data-redaction-emails-plugin.html 2. Activate Data Discovery and select applicable data patternsSteps to Activating Data Discovery:https://www.servicenow.com/docs/bundle/xanadu-platform-security/page/administer/security/task/activate-data-discovery.html System properties to Customize behavior for sensitive data redaction https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/notification/task/customize-data-redaction.html 3. Data Pattern Validation Navigate to All -> System security -> Data discovery(classic) -> All data patterns (sn_data_discovery_data_pattern table)* see the list of different Data patterns their description and expressions format/conditions(a) Search for 'Credit Card- American Express' and open the data pattern and select the 'Test' button on this Patterns page to validate any test values and then use them in the testing of email redaction. (Description:- Card number starts with 34 or 37. Card number has 15 digits.) (b) Search for 'Social security number' and open the data pattern and select the 'Test' button on this Patterns page to validate any test values and then use them in the testing of email redaction. (Description:- First 3 digits cannot be 000, 666, or 900-999. Hyphen (-). Middle 2 digits should be 01-99 and cannot be 00. Hyphen (-). Last 4 digits should be 0001-9999 and cannot be 0000.) 4. Review the applicable data patterns -> Default data patterns https://www.servicenow.com/docs/bundle/xanadu-platform-security/page/administer/security/reference/default-data-patterns.html Navigate to All -> System security -> Data discovery(classic) -> Active data patterns (sn_data_discovery_active_data_pattern table)* see the list of active data patterns of that instance for inbound email sensitive data redaction. 5. For this Ensure that the correct values are used, such as a correct SSN value with 2 digits in the middle section and a valid American Express credit card number with 15 digits starting with the digit '3'. The correct SSN Format should be xxx-xx-xxxx American Express cards start with '3' and have 15 digits, such as 3xxxxxxxxxxxxxx Summary:Verify that the data given matches the regular standard expression for sensitive data redaction to work correctly.Review the list of active data patterns for inbound email sensitive data redaction in the instance to ensure that the correct patterns are enabled.Navigate to the Data discovery (classic) module to view the list of different data patterns, their description, and expression format/conditions, and select the 'Test' button on the Patterns page to validate any test values and then use them in the testing of email redaction.