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!

[gnunez]

It doesn't capture a name for the caller field. This is what it looks like:

[drjohnchun]

Right, we're intentionally doing it to find out which user we're matching with. Do you know how to look up a user's sys_id? If not, can you replace Line 18 with below, so we can see who the user is?

current.short_description = grUser.next() ? grUser.name + ' ' + grUser.sys_id.toString() : 'User not found for ' + email.body.cin_employee_id;

[gnunez]

I tested and got another user's name.

[drjohnchun]

What's the field name for cin_employee_id [CIN/Employee ID] in the sys_user table? Can you confirm it?

[drjohnchun]

And make sure Line 16 has the correct field name.