Inbound email action to notify sender they sent message to wrong address

[Eric K3]

We have users who are mistakenly sending emails to our SN instance email address rather than our Service Desk email.

Both our instance email and our Service Desk email are named "WNY Service Desk." When users receive a notification from the instance, the address is saved in the users' local address book, which then makes their email client have the global "WNY Service Desk" address and the local "WNY Service Desk" address. Then, when a user goes to send an email to our Service Desk, they start typing in WNY in the To: field and choose the first one that comes up (the wrong local WNY Service Desk address that goes to our instance). They send the message thinking they are sending to our Service Desk and they never receive a response from our instance.

How would I create an inbound email action so that, when our instance receives an email that has no connection to any task or record in the system, it sends a reply to the sender that says something like "There is no corresponding record in the SN system to process this email. You may have sent this email in error to the wrong address."?

[Jyoti36]

Hi Eric,

I am working on sending out an email notification on an inbound email action - if the incident   record is not found...

I have written the code for inbound email action... just got stuck at the gs.eventQueue() parameters.

gs.eventQueue("task.no.snreference.found", current, email.body.ext_id, email.body_text);

Please do share the inputs.

Cheers!

[Eric K3]

I believe the third and fourth parameters should go into event.parm1 and event.parm2 respectively.

email.body_text is a good variable, according to http://wiki.servicenow.com/?title=Inbound_Email_Actions#gsc.tab=0 but email.body.ext_id will only have a value if your have "ext_id:" followed by a value somewhere in the body.

Also see: https://community.servicenow.com/message/696679#696679

And https://community.servicenow.com/message/742534#742534