How do I get an outbound notification into the work_notes field?

chr_kluge · ‎01-12-2014

Hi everybody

I have a custom notification for contatctin a third party. I want to get the whole Email into the work_notes.

Like it is if I send an email via the quick message icon in the form header.

But there seems to be no outbound email action. So how can I acomplih this?

Thanks for your help!

Christina

Jamie_douglas · ‎01-13-2014

OK, in my instance when I use the Quick message to send an email I do not have the email copied to either comments or work_notes.. so this must be a custom development in your environment..

One way to do it could be to create a business rule on the sys_email table that only triggers when the recipient contains your third party email address. When a match is found you could copy the body of the sys_email to the target.work_notes of the incident/request.

How are you with writing business rules?

The only thing with this solution is it could add unnecessary processing to your sys_email table!

An alternative solution could be to add a mail script to the notification.. the mail script can then copy the message to the tasks work_notes.

I would write something up in a demo instance but I am pretty poor on time at the moment. Let me know if you want me to help write this and I will try and find some time, otherwise someone else may be able to knock this up for you quickly!

View solution in original post

Arun61 · ‎10-20-2022

Hi Siddartha

I know the post is old, but I would like to do something similar.

I would like to copy my email body into the worknotes. Can you please help me with the code or something?

Thanks in advance!

Arun61 · ‎10-20-2022

Hi Jyoti36,

I know the post is old, but I would like to do something similar.

I would like to copy my email body into the worknotes. Can you please help me with the code.

chr_kluge · ‎11-18-2022

Hi Arun
In case you did not find the answer yet, please have a look here:
https://developer.servicenow.com/dev.do#!/learn/courses/tokyo/app_store_learnv2_automatingapps_tokyo...

komal zatale1 · ‎05-31-2024

Can you please provide me with the Business Rule script as we also having the same requirements
As I am new to ServiceNow, it would be helpful