Inbound Email as Attachment on Call Record

nathanjulo43 · ‎03-17-2017

Hello!

In our instance (Helsinki), we currently have inbound emails generating Call records for our Service Desk to work and determine the appropriate path (Incident, Request, etc.).

On this inbound email action, I have attempted to add a script under the Action tab to attach the inbound email(.eml) to the Call record as an attachment. This is useful for our environment because in many situations the customer will cc others already working on, or have worked on in the past, whatever they are reporting or requesting. The Service Desk can view that original email and get a quick understanding of the escalation path for that record.

I am honestly a novice at scripting and I pull most of my scripts from the rock stars around this community! Do any of you have a few moments to take a look at the script below to let me know if I am completely out in left field with what I have up to this point?

var strEmailContent = email.content_type +"\n"+ email.headers;

strEmailContent += "\n\n\n\n"+ email.body;

var sa = new GlideSysAttachment();

sa.write(current, strFileName +".eml", " application/octet-stream ", strEmailContent);

Thank you so much for your time!

Nathan

sujalavemula · ‎03-17-2017

try this .It works for me .. it should work for you too

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

// Implement email action here

var strEmailContent = email.content_type +"\n"+ email.headers + "\n\n\n\n"+ email.body;

var sa = new GlideSysAttachment();

current.short_description = email.subject;

current.description =email.body_text;

// map fields that are mandatory or necessary'

sa.write(current, email.subject +".eml", " application/octet-stream ", strEmailContent);

current.insert();

})(current, event, email, logger, classifier);

hope this helps.

View solution in original post

nathanjulo43 · ‎03-17-2017

Thanks again, Sujala!! That worked!

I tweaked it just a small bit to ensure the Caller field was populated and the email attachment body formatted properly. Here are my final edits to Sujala's script for anyone interested.

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier){

// Implement email action here

var strEmailContent = email.content_type + "\n" + email.headers + "\n\n\n\n" + email.body_text;

var sa = new GlideSysAttachment();

current.caller = gs.getUserID();

current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;

current.short_description = email.subject;

current.description = email.body_text;

// map fields that are mandatory or necessary'

sa.write(current, email.subject + ".eml", " application/octet-stream ", strEmailContent);

current.insert();

})(current, event, email, logger, classifier);

SC10 · ‎05-09-2017

Looks like it's including all images in the email body as attachments, as well. Any way to have it only create the one attachment, from the attachment in the original email?

Shea Laughlin · ‎10-01-2017

I just gave this a quick try and had some success. After the email attachment is created, I can open it in Apple Mail with no issues, but when I open it in Outlook, the message body is missing. Just wondering if you have the same experience. Thanks!

VigneshMC · ‎01-02-2018

Hi Shea,

I am facing the same issue, did you figure out to fix this?

Thanks,

Vignesh

Shea Laughlin · ‎01-02-2018

Sadly, I didn't pursue it all the way through. After getting to this point, I basically validated that it was possible to do this but didn't troubleshoot it all the way to the end.