Automating the Download of Email Threads from ServiceNow Tickets

[will_aponte]

Hi everyone,

I'm looking to automate the process of downloading email threads from ServiceNow tickets. I know there are several ways to approach this, such as using scheduled jobs, REST APIs, business rules, or integrating with external tools like Microsoft Power Automate or Zapier.

Could anyone provide detailed guidance or examples on how to set up such an automation? Specifically, I'm interested in:

1. Creating a scheduled job to extract email threads.
2. Using REST APIs to programmatically access and save email threads.
3. Setting up business rules to trigger email extraction.
4. Integrating with external tools for automation.
5. Adding a "download button" to the "activity" or "work notes" section.

Any help or insights would be greatly appreciated!

Thanks in advance!

[Shivalika]

Hello @will_aponte 

What are email threads ? Are they attachment ? Or do you mean the journal entries in records ? Or sys_email table records for a particular record ? 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[will_aponte]

The journal entries, I guess. We call it "work notes" in our tickets/records.

[Shivalika · Accepted solution]

Hello @will_aponte 

Ohhhk in that case did try reporting ? The work notes field can be easily extracted in the form of excel sheet or PDF and mailed to people. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[will_aponte]