Dynamic 'Reply To' address based on 'To' address

udaykulal · ‎03-28-2016

Details: We have a requirement that, in Inbound Email integration, based on actual 'To' address of the email, Reply to address needs to be changed. Please see the attached ppt for more information.

We are aware that, Reply to address can be hard-coded in EMail notifications and Email client using Email client template. Can this address be made dynamic.

Basically when customer sends the email to IT_Helpdesk@tatasteel.com, it will be auto-routed to 'tatasteel@service-now.com' by tatasteel email team. When the incident is created, the notification generated should have reply to address 'IT_Helpdesk@tatasteel.com'.

Similarly when customer sends the email to HP.Helpdesk@tatasteel.com, it will be auto-routed to 'tatasteel@service-now.com' by tatasteel email team. When the incident is created, the notification generated should have reply to address HP.Helpdesk@tatasteel.com'

Is this feasible ?

Steve McCarty · ‎03-28-2016

Uday,

You can dynamically change the from and reply to addresses in a notification by running a mail script with the following two lines:

email.setFrom("HP.Helpdesk@tatasteel.com");

email.setReplyTo("HP.Helpdesk@tatasteel.com");

If you can still read the original email when sending notifications and get the information you need then you won't need any other fields. You will just have to write the script to read that message. If the original email is difficult to get to, you may consider adding a field to your incident records to hold the reply to address. It doesn't have to be displayed anywhere, but if the Inbound action can right to the field when you create the incident you could create a mail script that simply does this:

if(!current.u_replyto.nil())

{

email.setFrom(current.u_replyto);

email.setReplyTo(current.u_replyto);

}

This way, if the inbound action didn't record the reply to address, or if the incident was created some other way the notification could still be set to use a default from and reply to address.

-Steve

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rajmasurkar · ‎03-28-2016

Hi Uday,

A query, are you using autogeneration of incidents using inbound email action? If yes, is the caller autopopulated with the email address to which the customer has sent the mail ?

Raj

udaykulal · ‎03-28-2016

Hi Raj

Customer will have the email address. but the address will always be @tatasteel.com. What we want is, when customer receives the Incident notification, 'From' and 'Reply to' address should look like, HP.Helpdesk@tatasteel.com' or 'tatasteel@service-now.com' based on from which email id it is originated.

Regards

Uday

rajmasurkar · ‎03-28-2016

Hi Uday,

While creating email notification, in the tab of 'What it will contain'; there are options as 'From' and 'Reply to'.

You can mention the desired email addresses there.

Does that make sense?

Raj

udaykulal · ‎03-28-2016

I can not hardcore the 'From' and 'Reply To' email id. It should be based on email id to which the email has been sent originally, which was redirected to instance@tatasteel.com to create the incident.

So when the notification is sent from Incident, it has to find the 'To field' from the email body to where it originally sent, and the same has to be populated in the 'From' and 'Reply to' address. Similarly the same action should happen when adhoc email is triggered from Email client.

Regards

Uday