Email link to case with case number from the subject

[AndreasRitter]

Hello everyone

We have a special case where a ticket system sends tickets to us by e-mail and receives a reply. If an e-mail is sent from the ticket system to ServiceNow, the Ref_ID cannot be included in the body.
We have created an e-mail inbound action that extracts the case number contained in the subject and then attaches the e-mail to the recognized ticket.

If we want to write a comment, this is generated, as is a work note. Only the e-mail is not attached to the case.
here our inbound action script:

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
 var subject = email.subject || '';
 var match = subject.match(/CS\d{7}/); // Searches for e.g. "CS1234567"

    if (!match) return;

    var caseNumber = match[0];
 gs.info("msg inbound email CS in Subject Case Number: " + caseNumber);

    // Load the case using the number
 var caseGR = new GlideRecord('sn_customerservice_case');
 caseGR.addQuery('number', caseNumber);
 caseGR.query();

    if (!caseGR.next()) return; // Case not found

    // Load the sender as Customer Contact
 var contactGR = new GlideRecord('customer_contact');
 contactGR.addQuery('email', email.origemail);
 contactGR.query();

    var validContactFound = false;

    while (contactGR.next()) {
 if (contactGR.account == caseGR.account) {
 validContactFound = true;
 gs.info("msg inbound email CS in Subject Account: " + caseGR.account.name + "Contact: " + contactGR.name);
 //break;
 }
    }

    if (!validContactFound) return; // No valid contact found for the company of the case
 gs.info("msg inbound email CS in Subject: no return");

    sys_email.target_table = "sn_customerservice_case";
 sys_email.instance = caseGR.getUniqueValue();

	caseGR.needs_attention =true;
caseGR.update();

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

I have understood it so far that

sys_email.target_table = "sn_customerservice_case"; sys_email.instance = caseGR.getUniqueValue();

attaches the e-mail to the case and also appears in the related list of e-mails.

Thank you very much for your help.

Kind Regards

Andreas

[Ankur Bawiskar]

@AndreasRitter 

Sorry didn't get what is required as part of your requirement

If my response helped please mark it correct and close the thread so that it benefits future readers.

[AndreasRitter]

@Ankur Bawiskar 

If a contact sends an e-mail without a reference ID in the body of the e-mail, but with the case number in the subject, then the e-mail should be assigned to the case.

[Ankur Bawiskar]

@AndreasRitter 

are you saying the inbound email record should get updated with the Case record identified?

try updating and add this line

sys_email.target_table = "sn_customerservice_case";

sys_email.instance = caseGR.getUniqueValue();

sys_email.update();

If my response helped please mark it correct and close the thread so that it benefits future readers.

[AndreasRitter]

@Ankur Bawiskar 

perhaps I did not express myself clearly 😞

I want to attach an email to a case via an email inbound action.
The case number is in the subject of the email.

The email should also be displayed in the activity stream of the case.