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.

[daniellennon]

Hi Alan,

Thanks for your solution this is working as expected in my Eureka instance.

I'm seeing this inbound action triggered fairly regularly each day and going back over the original received emails they are all legit. I plan on monitoring this for a little longer. What I'd like to add every time this action is triggered is to forward the original email to my email address. This will make for easy checking.

I've been searching the wiki high and low but I can't seem to find the code which will forward the original email to my email address. Does anyone know if this is possible?

Cheers

Daniel

[Tim Owen]

Daniel,

        Sorry for the late reply. The line Alan entered "current.recipients = email.origemail;" in line 02 would be who the email is sent to. In this case, the original sender. I have not tried this, but it seems you could add your address to this line so you get a copy as well.

i.e. current.recipients = email.origemail + ',' + 'youraddress@soandso.com';

[vjay]

Thanks Alan.

You made my day. Appreciated

Vijay

[Shailesh Kodgir]

I tried to implement the solution using the event creation on sys_email table along with the inbound email action. Steps are mentioned below.

1. Create an event in event registry

2. Create a notification and associate this event created in step 1

3. Create an inbound email action on sys_email table with action type as Record action. and add your needed conditions.

In the script portion add below.

current.insert(); // This is a dummy insert to trigger the event. if you don't do this it will throw an //error saying  ( did not create or update systemic using current).

gs.eventQueue("auto_reply_external_users", current, email.origemail, enrollUserRec.user_name);

[shalini44]

Hi Kevin,

I have to implement something similar in our system. We want to send an auto reply to our internal users without creating a ticket. When I implemented your solution, the ticket is not created (that's what we want), but the auto reply is not going as well. I have set up a notification to be sent when this event is triggered. In the event log I get the 'error' state.

Any suggestions?

Thank you!

Shalini