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05-04-2015 12:40 PM
I am working to integrate our helpdesk email into Service Now and recently found this article re: adding the email recipients to the INC watchlist: http://wiki.servicenow.com/index.php?title=Add_All_Email_Recipients_to_Watch_List#gsc.tab=0
I've modified from the article slightly to disregard groups/distribution lists for the moment. My question is how to further restrict this to only add internal employees that are CC'd to the watchlist, i.e. exclude anyone with e-mail address from a domain other than mydomainname.com - thoughts? Currently this will add anyone irregardless of whether the recipient address exists in our ServiceNow instance or not.
Current inbound action:
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;
current.description = "Incident auto-generated via inbound e-mail sent to the helpdesk. \n" + email.body_text;
var sid = gs.createUser(email.from);
current.caller_id = sid;
current.opened_by = sid;
current.location = current.caller_id.location;
current.category = "Unprocessed";
current.assignment_group.setDisplayValue("Service Desk - All");
current.incident_state = 1;
current.notify = 2;
current.contact_type = "email";
if (email.body.assign != undefined)
current.assigned_to = email.body.assign;
if(email.importance != undefined)
if (email.importance == "High")
current.priority = 1;
if (email.body.priority != undefined)
current.priority = email.body.priority;
//add cc's to the watch list - commenting out secions dealing with group email and group watch lists
// Add All Email Recipients to Watch List
var wList = current.watch_list;
//var gList = current.u_group_watch_list;
var rarray = email.recipients_array;
var instanceEmail = gs.getProperty('glide.email.user');
for (var i = 0; i < rarray.length; i++) {
var recipient = rarray[i];
//Check to see if this is a group address...and if so add to the group watch list
//var grp = new GlideRecord('sys_user_group');
//grp.addQuery('email', recipient);
//grp.query();
//if (grp.next()) {
// if(gList != "") {
// gList = (gList + "," + grp.sys_id);
// } else {
// gList = grp.sys_id;
// }
// }
//else {
//It's not a group address...so check to see if it's a user
var gr = new GlideRecord('sys_user');
gr.addQuery('email', recipient);
gr.query();
if (gr.next()) {
// It's a user
if(wList != "") {
wList = (wList + "," + gr.sys_id);
} else {
wList = gr.sys_id;
}
} else {
//It's not a user either...so just add the address to the list...except instance email address
if (recipient != instanceEmail) {
if(wList != "") {
wList = (wList + "," + recipient);
} else {
wList = recipient;
}
}
}
}
//}
current.watch_list = wList;
//current.u_group_watch_list = gList;
current.insert();
Solved! Go to Solution.
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05-05-2015 06:46 AM
Looking at the script I am currently using a little more closely, I think I found my own answer - it's already looking at the addresses compared against my sys_user table to match anything up so if simply comment out the next section re:
} else {
//It's not a user either...so just add the address to the list...except instance email address
if (recipient != instanceEmail) {
if(wList != "") {
wList = (wList + "," + recipient);
} else {
wList = recipient;
it seems to ignore anything that isn't already in my user table. I'll test it a little further but seems to be doing what I want.
Thanks for the suggestions!
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05-05-2015 06:46 AM
Looking at the script I am currently using a little more closely, I think I found my own answer - it's already looking at the addresses compared against my sys_user table to match anything up so if simply comment out the next section re:
} else {
//It's not a user either...so just add the address to the list...except instance email address
if (recipient != instanceEmail) {
if(wList != "") {
wList = (wList + "," + recipient);
} else {
wList = recipient;
it seems to ignore anything that isn't already in my user table. I'll test it a little further but seems to be doing what I want.
Thanks for the suggestions!
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09-25-2018 05:40 AM
Hi,
Any idea,,,,we want to add only CC of email to Incidents Watch List
Thanks in advance
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09-05-2023 07:31 PM
Hi @ABouland,
I tried to do the same but still instance email is getting added in the watch list.
Thanks,
Samiksha