Retrieving the watermark reference # from mail_script

[Jim Coyne]

Is it possible to retrieve the watermark reference # on the notification through mail_script code? I need to generate a link in the notification that, when clicked, will generate a reply email with the watermark reference # from the original email for the inbound action to work properly.

I cannot use a "mailto:" template for this because the reply email address may not necessarily be instancename@service-now.com. The reply address depends on the user's company. I can build the proper link if I can retrieve what the watermark reference # will be for the notification.

[Michael Kaufman]

Jim,

I think you would need to query the sys_watermark table with the source_id field. However, that watermark number maybe not be stored until after the notification is formatted, which would cause issues in writing that script.

Mike

[Jim Coyne · Accepted solution]

Found out that you can actually use...

email.watermark

...within some mail_script code to get the watermark.

[poyntzj]

I have just written and am in final testing of an ebonding process via email

A few script includes, modification of inbound actions and a business rule.

It has a script include for each 3rd party you will work with - simply called via any inbound action It gets a reference number, watermark, an option to drop, special functions (close, resolve etc)

I also have a rewritten routine to process any email using results from the above if found or the main email. Any notifications going out are event driven so there is a business rule that is used for each 3rd party.

I also have another Script Include to allow for really long condition lists (I did not fancy increasing the size incase something else breaks).

One of the companies I am testing with sends us an email response and we extract their ticket reference, but to reply we must use their "reply to" address - aka, their watermark.

The only issue I have at the moment is on the watch and work_notes list. We add the user which has their main "support@....." address, but if we send to this it creates a new record.

I am thinking of creating a BR or similar that will check each list and if the company appears, remove it and add the watermark address instead.

I can send up the document I have already written that covers most of this at some stage next week. Cheers

[jim pisello]

Thanks Jim, as always!

Your solution worked for me. I was able to insert email.watermark into a template.print() statement which adds a hyperlink to the notification that includes a mailto: line formatted with a subject line and body text. I inserted the watermark into the subject line so that it would be properly processed by an inbound email action.