Inbound Action for incoming emails that dont match any of the conditions

[sreed]

We are having a problem with users emailing the service-now mailbox instead of the Service Desk. We would like to change our inbound email rules so that if no matches are found the last action is to trigger a reply email to the sender indicating that they should be emailing the our service desk rather than the service-now email address. Has anyone done something like this? Im having trouble finding a way to get an inbound email script to create no record but still produce a notification. I assumed I could have it create an event but it just skips the rule entirely if there is no record to create. Anyone have an idea for me?


Thanks!

[Brad Tilton]

Something like this may work. Firing the notification and aborting the record from creating.

gs.eventQueue();
current.setAbortAction(true);

[foster1]

Hi,

did you manage to get this working, we have exactly the same issue?

Foster

[justin_drysdale]

I don't have experience doing this so I don't know if it will work.   But I think it will!

You can create a business rule on sys_email that is conditionalized to the situation you describe.   I image the conditions are target field(instance😞 empty, created: today, type: received and email.to doesn't contain the service desk email.   More conditions are better if you can come up with more.

Table: sys_email

Condition:

current.instance.isNil() && gs.now().indexOf(current.sys_created_on)> -1 && current.type == 'received'

Script:

if (current.recipients.indexOf('<servicedeskemail@domain.com>') < 1) {//enter your service desk's email

//service desk email not found in recipients, fire event:

         var evet = new GlideRecord('sysevent');
                 evet.initialize();
                 evet.process_on = gs.nowDateTime();
                 evet.name = "<your event.notification>";//enter your event name
                 evet.parm1 = <info to pass to your notification>;//can parse parm1 in the notification.
                 evet.insert();

}

Untested and untried, but i think something like this should work.

[foster1]

Many thanks for the responses, will have a look at creating a rule when I

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