Inbound Email Action to only capture in Work Notes - and not capture actual email

[wmahmud]

Hello,

Essentailly what I am looking to do is capture the reply of an email (entire email and chain) into the work notes field, but not capture the actual email as well in the activity log.

Can someone advise how to set this up and if possible?

Right now I used this;

-----

gs.include('validators');


if (current.getTableName() == "incident") {
current.work_notes = "reply from: " + email.origemail + "\n\n" + email.body_text;
current.update();

}

------

Is there a way to update this to achieve what I am looking to do?

[wmahmud1]

Maybe I am wording what I am trying to do incorrectly;

- So I know how to get the body of the email to Work Notes

- I guess the question is, can the inbound action work, by just putting the body of the email in Work Notes, but not actually capture the email itself in the Activity Log

- If I remove Sent/Received then obviously I don't see any email details, but that's not what I need, I still need to be able to see the other things

- Is the email back to the system and applying it to the Incident triggering the action? I see in another thread you can capture just the email and nothing in the fields, but I am trying to do it the other way around

Waqas Mahmud

Information Technology

Technical Lead - Help Desk & ServiceNow Admin

416 758 5865

wmahmud@tangerine.ca<mailto:wmahmud@tangerine.ca>

3389 Steeles Ave E., Toronto ON M2H 3S8

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[Michael Ritchie]

The activity formatter is designed to show all emails associated to the incident.   In the email records there is a Target field that stores the record (table and sys_id) and the activity formatter is querying the mail table for any emails that match the incident's sys_id.

You have a few options:

1. As described above, turn off emails from the activity formatter.   No emails will show up though.

2. Create your own activity formatter that filters out the emails you want.   This does involve Jelly scripting: http://wiki.servicenow.com/index.php?title=Creating_a_Formatter

3. Create some type of script to unset the Target value on email so it doesn't associate itself to the incident, thus the out of the box formatter doesn't show it in the list.

[jmservicenow]

I was not aware of custom formatters, thank you for this information Michael.

[dave_edgar]

Waqas

Did you get this sorted.   I'm a newbie and I have a similar issue where I want to get the body of an email from a vendor to update direct into the work notes BUT i can't figure it out.   What is the complete script you had to use in the end?   Did you have to amend for Fuji? Do you have a condition set as well, if so what is it?