How to create an inbound email action to populate replies into the New Call that prompted the response

[Shawn Horley]

So I have found that we need to be able to receive email responses into a New Call where the Queue Manager has contacted them through their New Call.

I get that it needs to be an Inbound email action, but I am not sure how to craft the action so that the incoming reply populates into the relevant New Call record.

This is particularly important for us in regards to Status Call updates, and General Inquiries as we cannot have caller communications becoming "lost in the Aether" 

I am not sure how to code this at all being a code noob If you see my other questions in the community you know that I am learning on the job,(almost exclusively from the community here!) and usually need things spelled out, in small words 😉

I appreciate any help you folks can provide!

Cheers

A.

[Tony Cattoi]

You will want to create a new inbound action for replies to update your new call record.  With that created you can tell the system what it should put into the ticket based on the email.  The link below should provide you with some of that detail.

https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/notification/reference...

[Joel Millwood2 · Accepted solution]

Hi Arthwys,

There are a few out of the box Inbound Actions that you can reference for this. For example System Policy > Email > Inbound Actions > Update Incident. If you look at the script in the Actions Form Section on the Update Incident Inbound Action you could use that as a template. In your case it would be more simple however as you would probably only want to update the description I'm assuming?

[Shawn Horley]

Hi guys!

Thank you for all of your help!

I did indeed create a new inbound action, and here is how I scripted it in case anyone else finds it useful:

gs.include('validators');

if (current.getTableName() == "new_call") {
	current.u_additional_comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
	current.update();
}

Many Thanks!

A.

[Joel Millwood2]

Nice work Arthwys and thank you for taking the time to provide feedback and for marking my answer as helpful and the correct answer, much appreciated!