REQUEST Maileater Tag %CUSTOMER_EMAIL= Broken When Forwarded By Outlook Due To mailto: Hyperlink

[STUART MATTHEWS]

Hello,

We have an online request form that we wish to integrate with CA Service Management 17.3 maileater. To do this, we intended to leverage the maileater tag %CUSTOMER_EMAIL=[e-mail] to set the Affected End User on the request generated, despite the email coming from the approver.

The problem we are encountering is whenever an email is forwarded from Outlook its defaulting to HTML format (default preference) and hyper links the maileater tag.

Looking at the source, when forwarded the email goes from 
<p class=MsoNormal>%CUSTOMER_EMAIL=[e-mail]<o:p>
to
<a href="mailto:%25CUSTOMER_EMAIL=[e-mail]">%CUSTOMER_EMAIL=[e-mail]</a>

There is a very helpful post from Lindsay Estabrooks on Aug 19, 2019 03:08 PM within the post below, I'm assuming a potential fix would be a new entry in the $NX_ROOT\site\text_api.cfg and a spl file lookup that strips this mailto: reference.
Text API method | CA Service Management (broadcom.com)

Unfortunately I'm unsure how to write this spl file, and hoping someone out there has already encountered this scenario.

Thanks
Stuart