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!

[Chris Sanford]

Ok so I think what you need is if you go to sys_properties_list.do look at the property called "glide.pop3.reply_separators" you might have to make changes to it because different email clients use different reply separators.

[Elizabeth26]

Here is what I have under value: \n\n-----Original Message-----,\n\n  _____  \n\nFrom:

This is what is appearing coming from inbound email action. I get the replied message first and then underneath there it starts with "From" 

From: 
Sent: 
To: 
Subject: 

[Chris Sanford]

Ok so what I would do is find an existing reply record in sys_email_list.do and from the list view copy the body text field (not the body field). Then paste it into this tool https://www.freeformatter.com/javascript-escape.html

and escape it. Then you can see what the delimiter is between reply body and original message and use that to update the system property.

Also keep in mind that this will affect all reply emails in the instance. But I can't think of any use case where you wouldn't want this discarded as if the email is classified as reply rather than new the previous correspondence would already be in snow from the previous inbound email.

But if that wasn't the case for any reason you would need to use regex.replace in the inbound action for this use case

[Elizabeth26]

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

In the inbound email action script I put (that Allen posted) 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 you suggested) 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!

[The SN Nerd]

The best way to solve this problem is to move from email to self-service, which has a distinct comment field!