When ever we will send mail from outlook to ServiceNow this mail need to add as a attachment inINC .

[Venkata Subbam1]

Hello all ,

Requirement : When ever we will send mail from outlook to ServiceNow below activities need to perform .

 1. This mail need to be attached as a "Attachment" to the particular closed incident 

  2.  Mail body content need to updated in the work notes for that incident .

Could any one please suggest  me the solution for this requirement .

Thanks!

Regards,

Venkata

[Pranav_Thanedar]

@Venkata Subbam1 

For your 1st question:

1. You can use flow Designer to process the inbound email.

2. Use the flow designer to generate a file.

3. Copy your inbound email content to the file.

4. Attach that email as attachment to the incident.

There is a article written for this - https://community.servicenow.com/community?id=community_article&sys_id=1fb58dbbdb74d9102dc24f7813961... as there is no OOB way to generate a file.

For the 2nd question:

You can simply use the trigger inbound email data pill to get body of that email and update the worknotes.

If you feel this has helped you a bit, you may mark the answer as helpful or accept it as a solution.

Regards,

Pranav Thanedar

[siva krishna M2 · Accepted solution]

Hello @Venkata Subbam1 ,

Create an inbound email action with Target table as "incident" and Action type as "Record Action" with below script under Actions tab

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

var emailcontent= "Subject"+email.subject+"\n\n"+"From: "+email.origemail+"\n"+"To:"+email.to+"\n"+"\n\n\n"+email.body_text;

// Implement email action here

var p = new GlideRecord('incident');

p.get(current.sys_id)

var k = new GlideSysAttachment();

k.write(p,"email_attachment.txt","text/html",emailcontent)

current.work_notes = email.body_text;

current.update();

})(current, event, email, logger, classifier);

                                                                       (or)

If you want the attachment in email format then you can use below code inside the function

var emailcontent= email.content_type+"\n"+email.headers+"\n\n"+email.body_text;

// Implement email action here

var p = new GlideRecord('incident');

p.get(current.sys_id)

var k = new GlideSysAttachment();

k.write(p,"emailattachment.eml","application/octet-stream",emailcontent)

current.work_notes = email.body_text;

current.update();

If it helps, Kindly click on "Helpful" and mark it as Accepted solution

[Venkata Subbam1]

Hi Siva Krishana,

Thank you for your response,

I have used your script and when ever i am trying to test it email body is coming to sys_email table but in incident form no work notes are updated. And sys_email table target is showing like empty .

Please help to achieve this requirement. 

Thanks!

Regards,

Venkata.

[siva krishna M2]

Hello @Venkata Subbam1 ,

Please share the email logs and also check whether any flow or inbound action stops processing other inbound actions