Caller field is not auto populated when call is getting created mail sent to service now

[Prathyusha Sara]

Hi ,

To auto populate Caller fields in call when mail sent to service now.I have created client script and now it is filling all the call field, description ,etc.,as per below script

Now my manager needs to populate caller fields only when an email sent to service now. Caller field should be blank when an end user is trying to create a call from service now as per below screen shot , 

1. this is not required when i try to create a call , caller field should be blank

2. this is required - caller should be blank when end user open a new call to create:

Please help me out ,How to allow only to auto populate caller field when an email sent to service now ,can you please let me know,If you would require any further information.

Regards,

Yusha.

[johnfeist]

Hi Prathyusha,

First I must ask why you are populating new_call from email.  The OOTB action is to go into incident.  Having said that, the most direct way would be to create an inbound action that will check things like email.to and email.subject to identify emails that should go to new_call.  From there it is a matter of creating a new call record and populating it. 

A couple of hints, make sure that you inbound action will come before the OOTB actions that create an incident.  Also be sure include event.state = "stop_processing"; when your script has crated the new_call record.

Hope this helps.

:{)

[Prathyusha Sara]

Hi John,

I have created first step creating inbound email action with script :as per below screen shot 

is that i need to change in script :

can you please help me out How to allow only to auto populate caller field when an email sent to service now or caller name should be blank when end user opens a call .

Regards,

Prathyusha.

[johnfeist · Accepted solution]

Hi Prathyusha,

It looks like you have most of what you need.  The OOTB behavior for a new new_call record is to only include Number, Opened, Opened by and Contact type (which defaults to phone).

Your inbound action will populate the caller field for you.

Since you only need to populate the Caller field when the call comes in via email, I would suggest turning off the client script you show above as all it does is populate Caller. That will just leave whatever is or isn't in the caller field alone.  You might want to consider a UI Policy to make Caller mandatory. 

One other little annoyance about new_call is that it doesn't extend task.  That means that many of the things you can take for granted in thins like incidents, tasks, etc. you may have to implement yourself.

Hope the above helps.

:{)