Setting up autoreply for emails sent to Service-Now mailbox

[John_Lee]

Hi All

Is there a way to setup an autoreply text for emails sent to my organizations Service-Now mailbox, only to respond to emails sent from an internal email address?

Is there a way where an inbound email doesn't create a record but still produce an autoreply?

Many Thanks.

[Kevin Chung]

Hi John

Short answer to your questions is - yes they are possible.

For the auto-reply, you will probably have to modify your existing inbound script.

If you are using the out-of-the-box inbound scripts, it will probably be "Create Incident" or "Update Incident" Inbound Email Script you'll have to modify.

Basically, in the script, you'll need to add something like below:

if ( email.from.indexOf("@yourcompany.com") > -1 ) // This captures the sender's email address and check if it was sent from an internal email address

{

        //This will fire an event that will create an email notification for auto-reply

        //You will need to register this event.. and associate this with an email notification

        gs.eventQueue("incident.autoreply", current, gs.getUserID(), gs.getUserName());

}

If you'd like to prevent a record to be created, you will have to modify the "current.insert()" or "current.update()" part of the script. The new script will look something like:

if ( email.from.indexOf("@yourcompany.com") > -1 )

{

        //If the email was sent from an internal email address, fire an event for email notification

        gs.eventQueue("incident.autoreply", current, gs.getUserID(), gs.getUserName());

}

else

{

        //If the email wasn't from an internal email address, insert the record

        current.insert()

}

Let me know how you go.

Kevin

[alan_lowrance]

Kevin, we have something similar where all our different mailboxes link to different record creations but if someone sends a new email directly to our instance@service-now.com we want a catch-all (after all other inbound actions creating new records fail because of their conditions) that replies back to email.origemail with an error message and a directory of all the proper emails to send to.   I tried having the inbound action trigger an event that fired a notification and passed the email.origemail to it as a parameter but that was troublesome... is there an easier way to just do an autoreply message from inbound actions?

[gosp]

Hello, is there already a solution for this issue. I am also looking to create a autoreply in an inbound action to reply on received mails, but when I look in the event log, the state of the event is on "error".

When I use a business rule, for test, to fire the same event it works fine.

Is there another way to fire an event from incoming emails?

Patrick

[alan_lowrance]

Yes, the solution I used was to create another Inbound Email Action with a very high 'Order' with no conditions (so if it fails all the other conditions, it will process this) and for the target table I put: Email (sys_email)

current.type = 'send-ready';

current.recipients = email.origemail;

current.subject = 'This address is unable to create new tickets';

current.body = ''; //HTML-FORMATTED BODY GOES HERE;

//add this back in once we make a mailbox for corp svcs 

current.insert();

event.state="stop_processing"; //won't search for any other inbound actions just in case there are some with a higher order than this

So instead of creating a ticket or creating some other record, it creates an outbound email back to the person letting them know not to send things directly to instance@service-now.com and to instead use one of the internal mailboxes you have that are forwarding in certain types of tickets, like facilities@company.com or it-helpdesk@company.com that the conditions figure out what type of ticket to create.