Inbound action to handle calendar responses

Hamza Berouil2 · ‎11-03-2017

Hi there,

Following the great article of bradfordshelley, I set up a solution to send Outlook invitations from a custom table records.

However, I don't understand how we can handle responses, I would like ServiceNow to get the answers (refuse/accepted) and to do some actions in the linked record (update the state or set comments for example).

In my case I am using Outlook 2016, I followed the steps Bradford described in hisarticle (especially setting the sys_id in UID and ServiceNow instance email).

When I refuse or accept the meeting, ServiceNow receives the response, but the body is empty and I did not figure out how to link the answer to the record (by the way I am using a custom child table of Task).

I get some parameters in the Headers, Content Type and UID fields (the UID is different from the sys_id of the record, is it normal ?) but I d'ont how to use them.

Here is the email which is sent as invitation :

Any idea on how to figure out for which record is linked to reply ? is there something wrong ?

Thank you in advance

kjcv912 · ‎12-07-2017

Hi,

I am having the same question.
We have a customer application (IT Training Booking) using ServiceNow so called integration with Outlook Calendar.

The iCal vCalendar (ICS file) is received on the Outlook Client, I have managed to download the ICS file and can see the UID tag and sys_id.

When the delegate reply from Outlook Calendar does SNow receives the reply but the email body do not contain the expected UID tag and sys_id.

Plan B is to add the SNow ticket reference number in the subject but of cause we would like to use UID details in the incoming email...

Anyone found a working setup?

Rgds,
Stefan

Below is the body of the received email on SNow

# # #

<head>

<style><!--

/* Font Definitions */

@font-face

{font-family:"Cambria Math";

panose-1:2 4 5 3 5 4 6 3 2 4;}

@font-face

{font-family:Calibri;

panose-1:2 15 5 2 2 2 4 3 2 4;}

/* Style Definitions */

p.MsoNormal, li.MsoNormal, div.MsoNormal

{margin:0cm;

margin-bottom:.0001pt;

font-size:11.0pt;

font-family:"Calibri",sans-serif;}

a:link, span.MsoHyperlink

{mso-style-priority:99;

color:#0563C1;

text-decoration:underline;}

a:visited, span.MsoHyperlinkFollowed

{mso-style-priority:99;

color:#954F72;

text-decoration:underline;}

span.EmailStyle17

{mso-style-type:personal-compose;}

.MsoChpDefault

{mso-style-type:export-only;

font-family:"Calibri",sans-serif;}

@page WordSection1

{size:612.0pt 792.0pt;

margin:70.85pt 70.85pt 70.85pt 70.85pt;}

div.WordSection1

{page:WordSection1;}

--></style>

</head>

<o:p> </o:p>

</div>

<hr>

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</body>

</html>

Hamza Berouil2 · ‎12-07-2017

Hi

unfortunately I did not find better, we implemented the plan B, we put the ServiceNow number in the subject

kjcv912 · ‎12-12-2017

Hi Hamza

finally have I managed to find the UID text string sent from Microsoft Outlook 2016 (Office 365) when responding to a meeting invite sent from customer application hosted on SNow.

The VCALENDAR response has been there all the time, not in the body or in the headers.

The response is received as a "hidden" file, it has been there all the time but I have not noticed the icon when there is NO FILE NAME

Click on "view", download it to you PC and open the file with Notepad

...

UID:402b0a4bdbfa878020c2bc4ffe9619b5

...

Next step is to find a simple method to get the UID text string from this attached file without a name.
Will study these threads to get a better understanding

https://community.servicenow.com/thread/159369

https://community.servicenow.com/thread/252251

/Stefan

Hamza Berouil2 · ‎12-12-2017

Thanks a lot for your reply !!

I will forward this answer to my customer