Creating a case via inbound email action

[sukku]

Hi All,

We have a requirement to create a case via inbound email action when from address matches user profile in user table.

Use case is like when we send a mail from our outlook to xyz shared mail box, then that shared mailbox will forward that emails to our servicenow instance. When I check in the logs of emails in servicenow Recipients is setting like xyz shared mailbox and user id column is setting it as original sender wh...

Now we want to create a case when that original sender user profile is present in user table. 

Could someone help on this usecase please.

Thanks and Regards,

Sukanya.

[asifnoor]

Hi,

What is the type of u_requestor in sys_user table? is this a string or reference?

[asifnoor]

I mean in case table, what is the data type of u_requestor?

[sukku]

Hi Asifnoor,

Requestor field is reference filed and i have sued sys_id also instead of name but that also doesn't work out.

I have followed different approach now for creating a case. I have written script include where I am checking whether sender is in user table or not and I am calling this script include in the condition field of inbound and passing email.from as parameter and in actions tab I am setting other parameters which solved my issue.

I have one query here regarding attachment processing. I have another inbound email action for reply with type as reply and condition is the same script include calling what i have used for create case. it is updating a case when i click on reply for previous email with attachments as doc, txt and jpg extensions. It is attaching perfectly to target record. but second time on top of reply email if i send same jpg file which is already there in target record it is not attaching. but when i send same doc and txt extension file it is attaching o target record even thought it is already present.

When i check the email logs for jpg extension it is giving error like attachment duplicate found by hash, not attaching to target.

I have changed this property glide.email.inbound.image_sys_attachment.filter.action value to atathc taret but even though issue is same.

So could you please advise is there any restrictions for jpg extensions via inbound

Thanks and Regards,

[asifnoor · Accepted solution]

I don't think there is any such restriction as far as i know. May be there is any BR which might be checking for jpgs and restricting it. Kindly check once.

Mark the comments as helpful if they had helped to debug the issue.

[sukku]

Hi asifnoor,

Thank you so much for your quick replies and assistance.

I have already checked business rules and properties on sys attachment table but I could not find anything related to jpg restricting or image restricting. 

When i attach form normal UI on target record with same name and extension as jpg then it is attaching fine.

I have observed that this issue is happening for jpg and png and other gif files only

Thanks and Regards,

Sukanya