Description Field empty when Email Is sent create incident record

[ADJARATOUT]

Hi,
When an email is sent, an incident record is created, but the description field is empty in the incident record, while the body of the email is not empty.

[Srikanth_9]

Hi @ADJARATOUT,

I have created the custom Inbound Email Action in my PDI. I'm sharing the script here, please try this and check it.

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

    //To get caller from email address

    var caller = new GlideRecord('sys_user');

    caller.addQuery('email',email.from);

    caller.query();

    if(!caller.next()){

        gs.log("No matching user for email: " + email.from); //Caller not found, optionally log or assign default

    }

    //Create Incident

    var inc = new GlideRecord('incident');

    inc.initialize();

    inc.short_description = email.subject || "No Subject";

    inc.description = email.body_text || "No description provided";

    //If caller was found, assign it

    if(caller.isValidRecord()){

        inc.caller_id = caller.sys_id;

    }

    //Set default values

    inc.category = 'inquiry';

    inc.impact = 3;

    inc.urgency = 3;

    var incidentID = inc.insert();

    //gs.log("Incident created from email: " + incidentID);

})(current, event, email, logger, classifier);

If the provided solution is useful/working, please Accept as Solution and hit the Helpful. 

Thanks & Regards,

Srikanth Akula.

[Srikanth_9]

Hi @ADJARATOUT,

Please try the provided script and let me know whether it's working fine or not. So that I will help you to get resolved. 

If the provided solution is useful/working, please Accept as Solution and hit the Helpful. 

Thanks & Regards,

Srikanth Akula.

[Tanushree Maiti · Accepted solution]

 Hi ADJARATOUT

Keep that line 

current.description = email.body_text;

and try.

[Srikanth_9]

Hi @ADJARATOUT, 

Please accept the solution if it's useful/working.

If the provided solution is useful/working, please Accept as Solution and hit the Helpful. 

Thanks & Regards,

Srikanth Akula.