Insert Record In Custom Table - Inbound E-Mail Action

[-Andrew-]

Hi there,

Is there a way of creating a record in a custom table when the recipient(s) to the inbound email are "****@******.com"?

I have been reviewing the ServiceNow Docs and community but can't find a way to do this.

I have created a new inbound email action called "Inbound Email Lookup - DPU" but this still generates an Incident and not a record in the chosen table.

Thanks for your help.

Andrew

[-Andrew-]

Hi Kieran, just reviewing the email logs now and can see the below;

"Inbound Email Lookup - DPU : did not create or update u_dpu_requests using current"

"Email is classified as new for triggers execution"

"Stop processing detected after executing script: Inbound Email Lookup - DPU"

[-Andrew-]

I attach this screenshot for reference?

Any ideas please?

[Kieran Anson]

Hey Andrew,

This usually occurs when incorrect syntax is used. Could you post the script portion of your inbound action?

[-Andrew-]

Sure thing:

processInboundEmailLookup();

function processInboundEmailLookup(){
	//Query for the inbound email log record
	var inboundEmail = new GlideRecord('sys_email');
	inboundEmail.addQuery('uid', email.uid);
	inboundEmail.query();
	if(inboundEmail.next()){
		var foundOne = false;
		var iel = new GlideRecord('u_inbound_email_lookup');
		iel.addQuery('u_active', true);
		iel.orderBy('u_order');
		//Match for lookup records with a source email value first
		iel.orderByDesc('u_email');
		iel.query();
		while(iel.next() && !foundOne){
			//Check for matching lookup records
			if(GlideFilter.checkRecord(inboundEmail, iel.u_conditions)){
				//If source email is found on lookup record
				if(!iel.u_email.nil()){
					//Check for matching source email address
					if(iel.u_email == email.origemail || iel.u_email == email.from){
						processLookup(iel, inboundEmail);
						foundOne = true;
						break;
					}
				}
				else{
					processLookup(iel, inboundEmail);
					foundOne = true;
					break;
				}
			}
			//Continue processing lookup records if match not found
		}
	}
}

//Process the inbound email lookup rule
function processLookup(rule, inboundEmail){
	var newRec;
	//If request item, order via cart
	if (rule.u_table == 'sc_req_item'){
		var cart = new Cart();
		cart.addItem(rule.u_catalog_item);
		newRec = cart.placeOrder();
		gs.sleep(3000); //Wait to make sure the request item is created
		//Query for the item and set as created record
		var recSysId = newRec.sys_id.toString();
		newRec = new GlideRecord("sc_req_item");
		newRec.addQuery("request", recSysId);
		newRec.query();

		
		//Query to see if user exists and add email to watch list if not
		var usr = new GlideRecord('sys_user');
		usr.addQuery('email', email.origemail);
		usr.query();
		if(usr.getRowCount() == 0){
			newRec.watch_list = email.origemail;
		}
	}
	//Standard record initialization for other task types
	else{
		newRec = new GlideRecord(rule.u_table);
		newRec.initialize();
	}
	
	//Apply any template to created record
	if (!rule.u_template.nil()){
		newRec.applyTemplate(rule.u_template.name);
	}
	
	var finalBody = email.body_text;
	
	//gs.info('NEW BODY ORIGINAL MESSAGE: ' + finalBody.split(/[\r\n]+-----Original Message-----/)[0]);
	gs.info('NEW BODY FROM: ' + finalBody.split(/[\r\n]+From:/)[0]);
	//gs.info('NEW BODY FROM COMPLEX: ' + finalBody.split(/[\r\n]+  _____  [\r\n]+From:/)[0]);
	var body = finalBody.split(/[\r\n]+From:/)[0];
	//Eval to apply email body and short description to the appropriate fields
	//eval("newRec." + rule.u_email_body_mapping + " = 'Received from: ' + email.origemail + ':  ' + email.body_text;");
	eval("newRec." + rule.u_email_body_mapping + " = 'Received from: ' + email.origemail + ':  ' + body;");
	eval("newRec." + rule.u_email_subject_mapping + " = email.subject;");
	
	//Apply other table-specific settings
	if ((rule.u_table == 'u_dpu_requests') || (rule.u_table == 'u_facilities') || (rule.u_table == 'u_hr')){
		newRec.caller_id = gs.getUserID();
		newRec.contact_type = 'email';
		if (email.body.assign != undefined)
			newRec.assigned_to = email.body.assign;
		
		if(email.importance != undefined)
			if (email.importance == 'High')
			newRec.impact = 1;
		
		//Query to see if user exists and add email to watch list if not
		usr.addQuery('email', email.origemail);
		usr.query();
		if(usr.getRowCount() == 0){
			newRec.watch_list = email.origemail;
		}
	}
	
	//Apply any script to created record
	if (!rule.u_script.nil()){
		try{
			eval(rule.u_script);
		}
		catch(e){}
	}
	
	//Finish record insert
	newRec.update();
	inboundEmail.instance = newRec.sys_id;
	inboundEmail.target_table = rule.u_table;
	inboundEmail.update();
	//Stop processing lookup rules
	event.state= 'stop_processing';
	
	//Copy attachments from email to created record
	GlideSysAttachment.copy('sys_email', inboundEmail.sys_id, newRec.getTableName(), newRec.sys_id.toString());
}

[Kieran Anson]

Thanks Andrew,

This is a rather lengthy script, before I do anything what are you wanting to achieve with the email coming in? Just create a record on a table?

The script attached performs various lookups and conditions for a request based process (creates a cart, adds items and orders). If you're only looking to create a simple table record similar to how you would for an incident, I can provide some simpler logic.