Inbound Email reply issue in target table

Anjaneyulu1 · ‎03-11-2022

Hii All,

I Have an issue regarding Inbound Email Reply in target table.

It is not showing Incident Number in target.

here is my inbound email action

Shakeel Shaik · ‎03-17-2022

Hi @Anjaneyulu Nalamothu

As per your requirement, I made some changes.

Because of Watermark, your target table is not coming.

Updated email script:

var gr = new GlideRecord('sys_user_grmember');
gr.addQuery('group', current.assignment_group);
gr.query();
while (gr.next()) {
  var gm = gr.user.user_name.toString();
  var baseLink = gs.getProperty('instance_name') + '@servicenowdevelopers.com';
  var app = '<a href="mailto:' + baseLink + '?subject=re: ' + gm + ' - assigned&body='+email.getWatermark()+' This Incident is Assigned to - ' + gm + '">Assigned</a><br><br>';
//email.getWatermark()
  template.print(gm + ' - ' + app);
}

If my response is helpful, then Please mark as Correct Answer/Helpful.

Please check and let us know.

Thanks 🙂

Thanks,
Shakeel Shaik 🙂

View solution in original post

Pratiksha Kalam · ‎03-12-2022

Hi,

Please refer below link ,

https://community.servicenow.com/community?id=community_question&sys_id=371e16fbdb4d770ca39a0b55ca96...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535511,

If my answer is helpful kindly mark correct or helpful!

Br,

Pratiksha.k

shloke04 · ‎03-12-2022

Hi @Anjaneyulu Nalamothu

This means that your Inbound action is not working correctly and is not able to update the record.

Couple of points to check here:

1) There are already OOB Inbound actions present for handling Reply behavior, so did you had a look at those that instead of creating a new one, can you use them only.

Links for existing Inbound action below:

Check if you can reuse the highlighted one in Red below or not. This works correctly.

2) Now if you cannot use and want to go ahead with your custom one only then in that case, below points to check :

a) In email log which you showed above, scroll down and check if any Inbound action got processed or not as shown below for example:

If not then search for your custom Inbound action which you have created in the same Red place highlighted above and check if you are getting any error or not?

c) The email which you are sending does it have a valid Watermark on it? Watermark will be needed to identify which record to update, if not it won't update it.

d) Share your complete email screenshot which you have shared to check if watermark and subject was containing "RE" or not and also your Inbound action code.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

Anjaneyulu1 · ‎03-12-2022

Hii,

I need to Send email to Assignment group manager with all assignee names & link beside every assignee name. Once clicked on that link, Incient should be assigned to that person.

I have written email script like this :

And i have written inbound email action also

Anjaneyulu1 · ‎03-12-2022

Hii All,