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]

Your earlier screenshot seems to show CIN/Employee ID being captured. Can you show me your script that captures it?

[gnunez]

The section that specifically captures it is:

I tested again and the CIN/Employee ID is being captured the only thing still missing is Caller.

[drjohnchun]

Can you comment out Lines 41-42 and rerun? Then can you tell me what you see in Short Description? It'll tell us if it's working OK. We're trying to use the field for debugging information, so we shouldn't set it in Lines 41-42.

[gnunez]

This is what I got for short description:

[drjohnchun]

Good, it's getting the user's sys_id. Whose name do you see on the newly created ticket? Does the sys_id belong to that user?