inbound email action Scoped Application

[Harish KM]

I have created an inbound email action which is in scoped application.

here the problem is If I glide record user table to check and set the user as "guest". it doesnot create the record. it jus skips the inbound email action.

Here is the code.

current.short_description = email.subject; // Set email subject

current.description = email.body_text; // set email body

var eto = email.to.toLowerCase().toString();

var sid='';

var rec = new GlideRecord('sys_user');

rec.addQuery('email',email.from);

rec.query();

if(rec.next()){

  gs.log("inside");

  sid = rec.sys_id.toString();

  gs.log("user is"+sid);

}

  if(sid=='')

    {

    gs.log("else");

      sid = gs.getUser().getUserByID('guest').getID();

    gs.log("user is"+sid);

    }

current.u_caller = sid;

  current.insert();

NOTE: If i use same code for global application. it does work . I am not sure why it is not working for scoped application.

Can any one sort this out?

[Chuck Tomasi]

I suspect your gs.getUser() may be having issues in the scoped app. Try this in place of the line sid = gs.getUser()...

var user = new GlideRecord('sys_user');

user.get('user_name', guest);

sid = user.getValue('sys_id');

Also, note that gs.log() is not supported in scoped apps. Use gs.info(), gs.debug(), gs.warn(), and gs.error().

[Harish KM]

Still no luck. It doesnot create record even when the user is present in the database

Updated Code:

// Implement email action here

current.short_description = email.subject; // Set email subject

current.description = email.body_text; // set email body

var eto = email.to.toLowerCase().toString();

  gs.log("Inbound run1"+eto);

var sid='';

var rec = new GlideRecord('sys_user');

rec.addQuery('email',email.from);

rec.query();

if(rec.next()){

  gs.log("inside");

  sid = rec.sys_id.toString();

  gs.log("user is"+sid);

}

  if(sid=='')

    {

    gs.log("else");

    var user = new GlideRecord('sys_user');

user.get('user_name', guest);

sid = user.getValue('sys_id');

    gs.log("user is"+sid);

    }

current.requestor = sid;

  current.insert();

[Harish KM]

Hi ctomasi

Earlier I was using the below code

current.short_description = email.subject; // Set email subject

current.description = email.body_text; // set email body

current.u_requestor = email.from; // set email caller

current.state = 1; // set state to new

current.contact_type = "email"; // set channel to email

current.priority = 4; // set priority to low

current.company = gs.getUser().getCompanyID();// Set company

current.insert();

The above code is working fine. Now If any user sends the email to servicenow who are not present in the database I need to set the caller field as "guest". Could you let me know how to do this as I am facing issues

[Adiseshu Borra]

Hi Harish,

i hope,

      if user is not available in servicenow database, servicenow will consider user as guest( out of the box).