Add Email to Watch List directly from Inbound Email

[mwascak]

We've using our Service-Now instance for external customer support and need to be able to have non-users emails populate the Watch List field directly from an allowed inbound customer email.

Anyone have any experience with doing this without adding them as a user?

[gaidem]

You can put this inside your inbound action:

// Add All Email Recipients to Watch List
var wList = current.watch_list;
var rarray = email.recipients_array;
var instanceEmail = gs.getProperty('glide.email.user');

for (var i = 0; i < rarray.length; i++) {
  var recipient = rarray<i>;

    var gr = new GlideRecord('sys_user');
    gr.addQuery('email', recipient);
    gr.query();
    if (gr.next()) {
      // It's a user
      if(wList != "") {
        wList = (wList + "," + gr.sys_id);
      } else {
        wList = gr.sys_id;
      }
    } else {
      //It's not a user either...so just add the address to the list...except instance email address
      if (recipient != instanceEmail) {
        if(wList != "") {
          wList = (wList + "," + recipient);
        } else {
          wList = recipient;
        }    
      }
      

  }

}

[mwascak]

Thanks I'll give that shot.

[#4]

The only problem with this script is that it does not verify if the email recipients already exist on the watchlist.

Need help to improve on the script.

Thanks.

[gaidem]

Haven't tested it, just wrote it here, but this should work:

// Add All Email Recipients to Watch List
var wList = current.watch_list;
var wListSplit = wList.split(',');
var wAdd = true;
var rarray = email.recipients_array;
var instanceEmail = gs.getProperty('glide.email.user');

for (var i = 0; i < rarray.length; i++) {
  var recipient = rarray<i>;
for (var o = 0; o < wListSplit.length; o++) {
 if(current.watch_list==wListSplit[o]){
wAdd = false;
}}
if(wAdd == true){
    var gr = new GlideRecord('sys_user');
    gr.addQuery('email', recipient);
    gr.query();
    if (gr.next()) {
      // It's a user
      if(wList != "") {
        wList = (wList + "," + gr.sys_id);
      } else {
        wList = gr.sys_id;
      }
    } else {
      //It's not a user either...so just add the address to the list...except instance email address
      if (recipient != instanceEmail) {
        if(wList != "") {
          wList = (wList + "," + recipient);
        } else {
          wList = recipient;
        }    
      }


  }

}}