Retrieve sender's mail ID from escalation mail and populate in incident form.

GnaneshP
Tera Contributor

‎07-12-2024 07:56 AM - edited ‎07-12-2024 07:59 AM

I have a task where, when an user escalates an incident to "escalations@abc.com", I need to get the sender's email address from the mail and and populate the value in "sender mail" field of the incident form. 

 

I don't have any idea to implement this. I was advised to create an Inbound email action and test this by creating an email record directly into the 'sys_email' table. Is this a correct way to achieve the requirement? If so, how can we test it?

 

It would be helpful if anyone could guide me on this.

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Sid_Takali
Kilo Patron
Kilo Patron

‎07-12-2024 09:03 AM

Hi @GnaneshP 

Create a New Inbound Email Action:

  • Define the conditions under which this action should trigger (e.g., when an email is sent to escalations@abc.com).
  • Write below like code
(function runMailScript(email, template, incomingEmail) {
    var senderEmail = email.headers.from; 
    var gr = new GlideRecord('incident');
    if (gr.get('YOUR_INCIDENT_SYS_ID')) { // Replace with actual incident record retrieval condition
        gr.sender_mail = senderEmail; 
        gr.update();
    }
})(email, template, incomingEmail);

https://www.servicenow.com/community/incident-management-forum/how-to-get-the-sender-email-address-f...

https://www.servicenow.com/community/developer-forum/inbound-email-action-populate-user-as-requester... 

 

Regards,

Sid

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