How to auto populate incident description field with Email body upon incident creation from Email?

[JordyZ]

Hi,

I'd like the description field of the incident form to be auto populated based on the body of the email which the incident is created from.

How do I go about this?

Thanks in advance.

[priyasunku · Accepted solution]

Hi @JordyZ 

you can write below code in inbound email 

current.description = email.body_text;

If my answer solved your issue, please mark my answer as ✅Correct & 👍Helpful

[JordyZ]

Hi @priyasunku ,

Thanks for replying. What should I select for "Action type" and when to run "type"? and condition?

Apologies for the basic question, I've never set up inbound email actions before.

[Mahathi]

Hi Jordy,

In action type you can specify Record action and when to run can be any condition,

For example, if you are looking for something specific like an email subject/email sender should be any particular email id.

Subject: email.subject.indexOf

email.recipients.toLowerCase().indexOf etc

Please mark answer helpful if it answers your question.

Thanks

[priyasunku]

Hi @JordyZ 

Its okay please select the fields as mentioned in the screenshot.

you can do basic mapping as mentioned here

current.caller_id = gs.getUserID();

current.short_description = email.subject;

current.category = "inquiry";
current.incident_state ='1';

current.contact_type = "email";

current.description = email.body_text;

current.impact = 3;
current.urgency = 3;

current.insert();

If my answer solved your issue, please mark my answer as ✅Correct & 👍Helpful