So we have a requirement as to whenever a user emails to email XYZ@gmail.com the email will be auto forwarded to ServiceNow, and we have an inbound action to create an incident for that email. The caller_id should be the original original sender. We have the following inbound action, But it keeps putting XYZ's name instead of the original senders name.
Please let me know what I am missing?
current.comments = 'received from: '+ email.origemail + '\n\n' + email.body_text;
current.short_description = email.subject;
current.caller_id = email.origemail;
current.opened_by = 'system';
current.u_current_location = 'N/A';
current.u_alternate_phone = 'N/A';
current.contact_type = 'email';
current.impact = 4;
current.urgency = 4;
current.category = 'hardware';
current.u_last_updated_by = 'system';
current.cmdb_ci = 'b12861c50f8331003b0846ace1050e0e';
current.assignment_group = '3257926a0f423e40d0535d78a1050e47';
current.insert();
