Variable creation or changes

[Alexis Fillos]

Hi- we currently use email to generate HRSD cases. We have notifications that include the full description (body of the email). The variable is ${description}. The notifications can be very long depending on the length of the email that was sent. A possible solution is to limit the allowed number of characters. 

Has anyone tried this? What are your thoughts? Something else to note: we hope to do away with email case creation within the coming year.

[Vijay Balotia1]

Hi Alexis,

There can be two option, which i can suggest.

I you want you can use "body text" field in place email body because email body contains HTML tag which increase the length of your email.

Second option you can check the char length and if length is greater then specific length then you can attach that email as an attachment with HRSD case. Lets say if length is more then 1000 char then you can add that email as an attachment with the case.

Thanks,

Vijay Balotia

Please mark the appropriate response as correct answer and helpful, This may help other community users to follow correct solution.
Thanks
Vijay Balotia

[Sandeep Rajput]

@Alexis Fillos Inside your Inbound email action (which is being used to create the HRSD case) you can check the length of the description which is coming through the email_body. If the length is more than the desired length then you can choose to truncate the text using substring(index, length) method and use this truncated text to set the description on the case to be created in HRSD.