A field which captures external email address

[SM123]

Hello,

we have a inbound action through which incidents will be created. I have a request to capture external email address in a field. Basically, i have to create a field which will capture the external email address. Could anyone help me through this?

inbound email script used:

//	Note: current.opened_by is already set to the first UserID that matches the From: email address

current.caller_id = gs.getUserID();

//Set affected user 
current.u_affected_user = gs.getUserID();

//Set location to affected user's location
current.location = current.u_affected_user.location; 

current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;

//Set description from the email body
//current.category = "inquiry";
current.description = email.body_text;

current.incident_state = IncidentState.NEW;
current.notify = 2;
current.contact_type = "email";

if (email.body.assign != undefined)
   current.assigned_to = email.body.assign;

//Only Set the Urgency 
if (email.importance != undefined) {
   if (email.importance.toLowerCase() == "high") {
		//current.impact = 1;
		current.urgency = 1;
   }
}

if (current.canCreate())
	current.insert();

Thank you!

[SM123 · Accepted solution]

Hello @Hajar BENJAHHAR ,

Thank you for helping me through this. I tried your script it seems to work but, in our instance, even unknown callers have same "@internalDomain" but when incident is created caller value will be set to "Unknown Guest" as their user id/ email id is not available in user table. we can differentiate them by this. I tried this script it didn't work. could you help me further? 

// Convert the email address to a string
var senderEmail = email.origemail.toString();

// Check if the caller is "Unknown Guest"
if (current.caller_id == 'guest' || current.caller_id == 'Unknown Guest') {
   // Add the sender's email to the watch list
   if (senderEmail) {
      current.watch_list = senderEmail;
   }
}

 Thank you!

[Hajar BENJAHHAR]

Hello @SM123 

You can add this code to check whether the email is external or internal : 

var senderEmail = email.origemail.toString();
if(senderEmail.indexOf('@internalDomain')<0){
   current.custom_field = senderEmail;
}

Best regards, 

Hajar

[SM123]

Hi @Hajar BENJAHHAR , 

thank you for your response. i will try it and will let you know. do i have replace anything in the place of "@internalDamain" ?

thank you!

[Hajar BENJAHHAR]

Hello @SM123 , 

You only need to replace "@internalDomain" with your internal domain. For example, if your domain is "@servicenow", you would use that in place of "@internalDomain". 

Best regards, 

Hajar

[SM123 · Accepted solution]

Hello @Hajar BENJAHHAR ,

Thank you for helping me through this. I tried your script it seems to work but, in our instance, even unknown callers have same "@internalDomain" but when incident is created caller value will be set to "Unknown Guest" as their user id/ email id is not available in user table. we can differentiate them by this. I tried this script it didn't work. could you help me further? 

// Convert the email address to a string
var senderEmail = email.origemail.toString();

// Check if the caller is "Unknown Guest"
if (current.caller_id == 'guest' || current.caller_id == 'Unknown Guest') {
   // Add the sender's email to the watch list
   if (senderEmail) {
      current.watch_list = senderEmail;
   }
}

 Thank you!