How to parse specific content from an email subject to set a field value

Jerome MAISETTI · ‎07-18-2022

Hello
Today, we are using inbound action to put emails in tickets.
I would like to parse the subject of certains emails and put a certain string into a field.
I receive emails from specific email addresses with this reference in the subject SMIT-xxxx and I would like to set the field 'Salesforce ticket reference" to this value in the task table.
Can you help me to achieve this ?
I searched a bit left and right but I'm not sure how to do this , do I have to create a separate inbound action or is it a business rule ?
Thanks
Jérôme

Jerome MAISETTI · ‎07-18-2022

I managed to do it :

ParseSmit();

function ParseSmit() {

// The subject
var subjectStr = email.subject;
var regExSmit = /SMIT-\d{4}/;
var ciStr = subjectStr.match(regExSmit);
gs.log(ciStr);
current.u_jira_ticket_reference = ciStr[0];
current.update();

}

View solution in original post

Aman Kumar S · ‎07-18-2022

Hey,

Inbound email is the way to go , follow below article to achieve the same:

https://community.servicenow.com/community?id=community_question&sys_id=323c4422dbb0374814d6fb243996...

Best Regards
Aman Kumar

suvro · ‎07-18-2022

This is what you need

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/notification/reference/r_AccessingEmailObjsWithVars.html

OlaN · ‎07-18-2022

Hi,

This could also be a good use case to set up a Flow to handle a specific inbound mail.

Example below

Jerome MAISETTI · ‎07-18-2022

This will not work as I have to update existing records, not creating