How to link an email to the appropriate incident

[sonita]

If the incident is not resolved or not closed, I need to

1. link the inbound email to the appropriate incident,
2. Add the reply email (only) to the work-notes within.

Any help would be appreciated.

[sonita]

i couldn't access to this :

/nav_to.do?uri=sysevent_in_email_action.do?sys_id=3f789469c0a80064015ad36dc4205a9a

Is it the same as   Update Incident Inbound email action?

[Pradeep Sharma]

Hi Soni,

The link you pointed will point you to the "update incident" record.

[sonita]

so I can have something like this?

if (current.state != "6" && current.state != "7")//incident not resolved or closed

  {

  //Link the inbound email to the appropriate incident.

            //Add the reply email (only) to the work-notes within.

  current.work_notes = "reply from: " + email.origemail + "\n\n" + email.body_text;

  return;

  }

[Pradeep Sharma]

Hi Soni,

Have you gone through the info provided by Mary. That should answer your question.

Please refer the concept of watermark.

[srinivasthelu]

Hi,

I am able to access that url in a fresh instance https://{instance}.service-now.com/nav_to.do?uri=sysevent_in_email_action.do?sys_id=3f789469c0a80064...

In case if that action got deleted from your instance, Here is the script from the inbound action

gs.include('validators');

if (current.getTableName() == "incident") {

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

  if (gs.hasRole("itil")) {

  if (email.body.assign != undefined)

  current.assigned_to = email.body.assign;

  if (email.body.priority != undefined && isNumeric(email.body.priority))

  current.priority = email.body.priority;

  }

  current.update();

}