Reprocess Email Attach missing

[FlorianV]

Hello, I have an inbound email that is being classified as junk. Then, I execute a business rule and reprocess this email. Unfortunately, the attachment disappears afterward. Is it possible to save the attachment and add it back?

This is what my script looks like:

(function executeRule(current, previous /*null when async*/) {
	
	var userGl = new GlideRecord("sys_user");
	userGl.addQuery("email", current.user.replace("@test123.com", "@useremail.com"));

	userGl.query();
	if(userGl.next()) {
		current.user_id = userGl.sys_id;
		current.user = userGl.sys_id;
		current.update();
		reprocessEmail(current, userGl);
	}
	
	function reprocessEmail(current, user) {

		var evt = new GlideRecord('sysevent');
        evt.initialize();
        evt.user_id = user.sys_id;
        evt.user_name = user.user_name;
        evt.process_on = gs.nowDateTime();
        evt.name = "email.read";
        evt.parm1 = current.sys_id;
        evt.insert();
        gs.addInfoMessage(gs.getMessage('Event created to reprocess email "{0}"', Packages.org.apache.commons.lang.StringEscapeUtils.escapeXml(current.subject)));

        if (current.type == 'received-ignored') {
			
            current.type = "received";
        }

    }

})(current, previous);

Afterward, an inbound action should be executed to create an incident.

Thank you very much

[Ratnakar7]

Hi @FlorianV ,

To address the issue of missing attachments when reprocessing an email, you'll need to ensure that the attachments are preserved and re-associated with the email record after it has been reprocessed. The problem arises because when you reprocess the email, the attachment association might be lost.

Here’s a approach to preserve the attachments and re-associate them with the email record:

1. Store Attachments Before Reprocessing: Store the attachments in a temporary array or list before reprocessing the email.
2. Re-associate Attachments After Reprocessing: After the reprocessing, re-associate the attachments with the email record.

Here is an updated version of your script with these steps included:

(function executeRule(current, previous /*null when async*/) {
    var userGl = new GlideRecord("sys_user");
    userGl.addQuery("email", current.user.replace("@test123.com", "@useremail.com"));
    userGl.query();
    if (userGl.next()) {
        current.user_id = userGl.sys_id;
        current.user = userGl.sys_id;
        current.update();
        reprocessEmail(current, userGl);
    }
    
    function reprocessEmail(current, user) {
        // Store the attachments in a temporary array
        var attachments = [];
        var attachmentGR = new GlideRecord('sys_attachment');
        attachmentGR.addQuery('table_name', current.getTableName());
        attachmentGR.addQuery('table_sys_id', current.sys_id);
        attachmentGR.query();
        while (attachmentGR.next()) {
            attachments.push(attachmentGR.sys_id.toString());
        }
        
        // Reprocess the email
        var evt = new GlideRecord('sysevent');
        evt.initialize();
        evt.user_id = user.sys_id;
        evt.user_name = user.user_name;
        evt.process_on = gs.nowDateTime();
        evt.name = "email.read";
        evt.parm1 = current.sys_id;
        evt.insert();
        gs.addInfoMessage(gs.getMessage('Event created to reprocess email "{0}"', Packages.org.apache.commons.lang.StringEscapeUtils.escapeXml(current.subject)));
        
        if (current.type == 'received-ignored') {
            current.type = "received";
        }

        // Re-associate attachments with the email record
        attachments.forEach(function(attachmentID) {
            var newAttachment = new GlideRecord('sys_attachment');
            if (newAttachment.get(attachmentID)) {
                newAttachment.table_sys_id = current.sys_id;
                newAttachment.update();
            }
        });
    }
})(current, previous);

Thanks,

Ratnakar

[FlorianV]

Thanks for the quick response, but unfortunately, it doesn't work.

The BR is set to when: before insert: checked order: 1

I have disabled this BR and implemented an after BR:

(function executeRule(current, previous /*null when async*/) {
	
	var userGl = new GlideRecord("sys_user");
	userGl.addQuery("email", current.user.replace("@test123.com", "@usermail.com"));

	userGl.query();
	if(userGl.next()) {
		current.user_id = userGl.sys_id;
		current.user = userGl.sys_id;
		current.update();

	}

})(current, previous);

Now the sys_email looks good, but the attachment is now missing in the incident.

[FlorianV]

Thanks for the quick response, but unfortunately, it doesn't work.

The BR is set to
when: before
insert: checked
order: 1

I have disabled this BR and implemented an AFTER BR:

(function executeRule(current, previous /*null when async*/) {
	var userGl = new GlideRecord("sys_user");
	userGl.addQuery("email", current.user.replace("@test123.com", "@usermail.de"));
	userGl.query();
	if(userGl.next()) {
		current.user_id = userGl.sys_id;
		current.user = userGl.sys_id;
		current.update();
	}
	
})(current, previous);

Now the sys_email looks good, but the attachment is now missing in the incident.