FWD Inbound Rule Caller ID

[Navneet3]

Hello 

I have an issue with FORWARD inbound rule which is setting the CALLER to GUEST.

I have gone through the community posts and I am using the following script  which sets the CALLER from the body of the email but the incident keeps setting the user to GUEST. I am so frustrated why the CALLER can't be set from the body of the email. Please see the attached for the inbound rule and the script.

I need help PLEASE.  I need to resolve this ASAP.

Thank you so much in advance.

[Jaspal Singh]

Hi Navneet,

Replace u_full_name with name in line 6 in quotes.

[Navneet3]

HI Jaspal, That didnt work.

[Ademir Amaral1]

Hi @Navneet3 

What do you think about trying to add some debugging steps?

var data = email.body.submittedby;
gs.log("Submitted by: " + data);

var lastname = data.split(",")[0].toString();
gs.log("Last name: " + lastname);

var firstname = data.split(",")[1].toString();
gs.log("First name: " + firstname);

var fullname = firstname + ' ' + lastname;
gs.log("Full name: " + fullname);

var gr = new GlideRecord('sys_user');
gr.addQuery('u_full_name', fullname);
gr.addQuery('active', true);
gr.query();

if (gr.next()) {
current.caller_id = gr.sys_id;
gs.log("Caller ID: " + current.caller_id);
} else {
gs.log("User not found");
}

I believe that this way we can validate the results and try to find a way out.

[Navneet3]

Hi

ok I have added the logs

[Navneet3]

Here is the log file. thank you