Inbound email replys

Nataliia_Lova · ‎01-12-2024

Hello, Community,

I'm working on inbound actions. Where users reply to the notification, this response has to update the record in the "Additional comments" field. What should I type into the Script?

Aniket Chavan · ‎01-12-2024

Hello @Nataliia_Lova ,

You can try with the script below and let me know how it works for you.

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
    if (current.getTableName() == "x_1111599_finance_request" && email.subject.indexOf("request Fin") !== -1) {
        current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
        current.update();
    }
})(current, event, email, logger, classifier);

Let me know your views on this and Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks,

Aniket

View solution in original post

Dr Atul G- LNG · ‎01-12-2024

Hi @Nataliia_Lova

Have a look here

https://www.servicenow.com/community/developer-forum/update-additional-comments-field-with-user-mail...

https://www.servicenow.com/community/csm-forum/additional-comments-by-inbound-action/td-p/2438461

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SunilKumar_P · ‎01-12-2024

Hi @Nataliia_Lova, Can you try the below?

current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
current.update();

Regards,

Sunil

Nataliia_Lova · ‎01-12-2024

How can I check if it works?

SunilKumar_P · ‎01-12-2024

You need to respond to an email sent from ServiceNow (Sent when record is updated or created etc) and that should contain the watermark in it. Also, you need to make sure you match the condition defined in the inbound email action (Subject contians request Fin).