Using username from inbound email action to fill in Caller field.

[gnunez]

I currently use an inbound email action that captures the email in a web form outside of ServiceNow, but if the email isn't in a certain format it won't recognize who the caller is and will leave as blank. To avoid this I am trying to find a way to add to the script so it can capture the information using the username field. Is there any way to do this?

Thanks again!

[drjohnchun]

Hi Grace - have you been able to get this to working? Please let me know if you need help.

[gnunez]

Hi John,

I haven't yet but currently still working on it. Had to modify a couple of items.

[gnunez · Accepted solution]

Caller field is captured now. Had to add value pairs and then add that to the inbound action for Create Incident.

[drjohnchun]

Also, it might be worthwhile looking into why email.from is not resolving to a user, since it's typically not manually typed in. Do you know why? It might be easier addressing those reasons.

[dan_cooper]

A solution I've implemented in the past for dealing with outside email addresses is, if there is no user found for a given email address, that email address is added to the watch list and allow the incident to be created as the guest user.