Hi!
Hoping somebody might enlighten me!
Background: I'm trying to set up a custom application where a customer (i.e. not a user in our ServiceNow Instance) could email an internal inbox, rule on this mailbox would then forward this email to instance@service-now.com. This inbound email should be picked up by a forward rule with "From" field on the inbound email action as the internal mailbox (i.e. a dummy user with the mailbox as its email address) , and create a record on a custom table.
All I need to gather from the original email is the original email address the customer was sending from, the subject and the body of the email. The rule works currently and succesfully creates a record, but when I try and grab the original email address by the email.origemail or even email.body.from commands, it still returns the email address of the forwarding mailbox (i.e. customerservice@mycompany.com), rather than the customers email address of "customer@random.com"
The Wiki article at Inbound Email Actions - ServiceNow Wiki states:
| email.origemail | Contains the original email sender's address, even if the original email was a forwarded message. |
Am I reading this wrong in that it should grabbing the original email senders address?
I also thought I might be able to grab this information from the email headers, but they don't contain any direction mentions of the original email address it was sent from, just the forwarding mailbox and the ServiceNow instance's email address.
I trawled through the support threads to see if anybody else was having this issue specifically but didn't have any luck, so any advice on the above or best way of gathering the original email address would be great!
Thanks in advance,
- Scott Lathlean
