It's all in how you do your mailbox forwarding. I see you're on Office 365 too - here is a screenshot (and I apologize I have no drawing tools on this laptop so it's all free-hand):
Click settings (upper right), go into Forwarding, enable it, then set your SN instance.
Let's pretend joe@gmail.com sends facilities@yourcompany.com an email message. If you enable forwarding as per above (your admin's can do it in the back end too) the message that arrives in ServiceNow will still show joe@gmail.com as the sender and facilities@yourcompany.com as the recipient. Nowhere will it show your ServiceNow email address.
Therefore in your inbound action you can use the code I posted above -
email.direct.toLowerCase()and
email.copied.toLowerCase()
email.direct is a comma separated list of who it is sent to (so that's why the indexOf) and email.copied is a comma separated list of who it was CCed to.
Here is the email object: https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/notification/reference/r_AccessingEmailObjsWithVars.html
You convert toLowerCase to eliminate the chance that someone used mixed case in sending to you.
Now this helps with the inbound action/forwarding but the other part is linking the request to the guest. You will notice in the email object doc above you can use the following to get the sys_id of the person who sent it: email.from_sys_id
In our environment we actually have multiple email addresses for the same user (very long story that would confuse things) so we wrote our own function in a script include. This was written many years ago (and maybe not even by us) so please don't judge the code too poorly:
getCaller : function(emailaddy) {
var gr = new GlideRecord("sys_user");
gr.addQuery("email",emailaddy);
gr.addQuery("user_name", "DOES NOT CONTAIN", "chat.user");
gr.query();
// IF = multiple users match the email address
if (gr.getRowCount() > 1) {
// We have unique scenarios where multiple
// people have the same email address. It's
// all custom logic and quite long so I'm
// taking it out not the confuse things
}
// ELSE IF = one user matches the email address. Return that user.
else if (gr.getRowCount() == 1) {
gr.next();
return gr.sys_id;
}
// ELSE = a user does not match the email address. Return GUEST
else {
return "sys_id_of_guest_user";
}
},
So our inbound action looks like:
// This is the script include above
var scriptInclude = new CallerFromEmail();
var sid = scriptInclude.getCaller(email.origemail);
if (email.direct.toLowerCase().indexOf('facilities@me.com') != -1 || email.copied.toLowerCase().indexOf('facilities@me.com') != -1) {
var gr = new GlideRecord('incident');
gr.initialize();
gr.u_new_call = current.sys_id;
gr.caller_id = sid;
gr.contact_type = 'email';
gr.u_caller_email = email.origemail;
gr.assignment_group.setDisplayValue('Facilities');
gr.short_description = email.subject;
gr.description = current.description;
gr.u_group_email = 'Facilities <facilities@me.com>';
gr.incident_state = 1;
incId = gr.insert();
var si = new CloneEmail();
si.cloneEmailToINC(current.sys_id, email.uid, incId);
current.state = 3;
}
Does that help? There are always many (and probably better) ways to do it but this is how we have done it for years and never really looked into changing it.
