How to attach the email itself to an incident from inbound action script?

[Jared Wason]

Hello,

I am creating an incident from an email via an inbound action. I want to attach a copy of the email to the incident. Below is the code I have been trying to get to copy the email as an attachment but not successful with. Can anyone help me with this issue?

var attachment = new GlideSysAttachment();
var st = attachment.copy('sys_email', sys_email.sys_id,'incident', current.sys_id);
gs.log('@JW Attachment Copied: ' + st + '  |   SysEmail: ' + sys_email.sys_id);


//Log Output
//@JW Attachment Copied: [] | SysEmail: 21a76aae87a24a90cde8fc88cebb351c | CurrentSys: b6881c8387a2ca90cde8fc88cebb350d

[Tony Chatfield1]

Hi, the email you see in ServiceNow is a record in sys_email table, it is not an attachment.
Can you clarify the business driver\requirement for this, as representation of the email should already be available directly from the activity formatter of the record/task it is related to; and I doubt recreating the email message (so you could attach it) would result in something that was considered to be the actual 'received' email.

[Jared Wason]

Thanks for the response, that makes sense.

The main motivator behind this is when we just copy the email body into the comments section of the incident all the HTML formatting from the email is lost and its very hard for agents to read. If there is a way to copy the contents of the email to the incident and it keeps the formatting/HTML that would work for us. Here is how we have been copying the email body

current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;

[Tony Chatfield1 · Accepted solution]

Hi, I would try wrapping your message in [code][/code] tags and using email.body_html

Render journal field entries as HTML (servicenow.com)

Formatting within Journal fields using HTML & [cod... - ServiceNow Community

[Jared Wason]

This solved my issue! Thank you very much. Appreciate you showing me a different way to solve the issue I had.