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?

[#2]

I have having error with this script. It works if the watchlist is empty but once the watchlist has information inside it will fail.

i think it is because of this statement:
var recipient = rarray;
for (var o = 0; o < wListSplit.length; o++) {
if(current.watch_list==wListSplit[o]){ // error at this line
wAdd = false;
}}


I believe it should be recipient==wListSplit[o].

Also, in the current.watch_list store sys_id, so, I am not sure if it will match it correctly.

Feedback will be good.

Thanks.

[#3]

I have done improvement to the script and tested.

// 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;
for (var o = 0; o < wListSplit.length; o++)
{
if(recipient==wListSplit[o])
{
wAdd = false;
}
}

if(wAdd == true)
{
var wAdd2 = true;
var gr = new GlideRecord('sys_user');
gr.addQuery('email', recipient);
gr.query();
if (gr.next())
{

for (var o = 0; o < wListSplit.length; o++)
{
if(gr.sys_id==wListSplit[o])
{
wAdd2 = false;
}
}

// It's a user
if(wAdd2 == true)
{
wList = (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;
}
}
}

}
}

current.watch_list = wList;

[mwascak]

This works as well and adds logging to debug

// Add All Email Recipients to Watch List
gs.log("*** Create Unique Incident Script Executing ***");
var wList = current.watch_list;
var gList = current.u_group_watch_list;
var rarray = email.recipients_array;
var instanceEmail = gs.getProperty('glide.email.user');
var usrEmail = email.origemail;
gs.log(" *** User Email =: " + usrEmail);

var usr = new GlideRecord('sys_user');
usr.addQuery('email', usrEmail);
usr.query();
if (usr.next()) {
gs.log("*** Address has User associated: " + usr.sys_id + " " + usr.name);
// Its a user
current.caller_id = usr.sys_id;
current.opened_by = usr.sys_id;
} else {
gs.log("*** Address DOES NOT have User associated: " + usrEmail );
current.u_external_customer = "true";
wList = usrEmail;
//Might want to generic user to populate open by EMAIL
}

for (var i = 0; i < rarray.length; i++) {
var recipient = rarray;
gs.log("Current recipient: " + recipient);
var gr = new GlideRecord('sys_user');
gr.addQuery('email', recipient);
gr.query();
if (gr.next()) {
if (recipient != instanceEmail) {
gs.log("*** Recipient is not Instance Email");
gs.log("*** Adding SysId to Watch List");
wList = (wList + "," + gr.sys_id);
}
else {
gs.log("*** Adding Recipient to Watch List" + recipient);
wList = (wList + "," + recipient);
}
}
}