Inbound Email Action - Want just email body comments

[Elizabeth26]

Hi,

I am trying to do an inbound email action to update a field called progress notes with an e-mail reply but the reply only and not include the original e-mail it was replied from.

From researching it looks like I need email.body.comments

I tried this under actions - script

current.progress_notes = email.body.comments;
current.update();

It didn't work but when I did this worked but included the entire e-mail thread. I just want what the REPLY is.

current.ait_progress_notes = email.body_text;
current.update();

Thank You!

[Allen Andreas · Accepted solution]

Hello,

Unfortunately, there isn't a universal "email.body.comments" as a normal email object accessible. Please refer to documentation regarding the available objects with variables: https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/notification/reference/... you're perhaps reading other threads and mistakenly taken that away from those threads. email.body.something...for example is basically looking for that as a prefix within the email and would then capture the text beside it. So if the email said:

"Hi Steve,

how are you?

Details: blah blah blah"

I could use email.body.details in the inbound action script to then grab the "blah blah blah", for example.

For trying to get the latest reply/information only, please check out this thread: https://glassputan.wordpress.com/2012/03/08/managing-email-replies/

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Elizabeth26]

I was looking at this

https://developer.servicenow.com/dev.do#!/learn/learning-plans/orlando/new_to_servicenow/app_store_learnv2_automatingapps_orlando_parsing_inbound_email

[Allen Andreas]

Hi,

Thanks. I'm assuming that was maybe meant for a visual interpretation of the email, but I can definitely see how you'd think that's available, but I'm pretty certain it is not. I may be wrong though...could you try setting a JavaScript variable to that and then printing it to see if it does capture what you want?

Like:

var string = email.body.comments;
gs.info("***DEBUG: email body comments are: " + string);

And see if you get anything back?

I've given a good chunk of information above in my previous post, please let me know if you have any questions, etc.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Elizabeth26]

Okay so I got it working with a combination of 2 things.

In the inbound email action script I put (from the link you sent) I like this because it includes the e-mail address of who it's from and it gives it a cleaner look.

if (current.getTableName() == "table name") {

var body = email.body_text;

/*
* The name of the sender of the message is stored in a property
* called glide.email.username.
**/
var system_user_name = gs.getProperty("glide.email.username");

/*
* 'From: <System Email>' tag, strip
* off the chain. ( ['F', 'r', 'o', 'm',':', ' '] = 6 )
**/
var beginInbound = body.indexOf(system_user_name) - 6;

if(beginInbound >= 0) {
// Strip off the original message
body = body.substring(0, beginInbound).trim();
}

/* Other Actions Here */

current.progress_notes =
"reply from: " + email.origemail + "\n\n" + body;

current.update();
}

I updated the system property glide.pop3.reply_separators (as per another comment) and I changed the value to just "from:" as that's how the email comes in.

Between these 2 it works perfectly!!!

Thank you so much!