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

Venkata Subbam1 · ‎02-05-2024

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

siva krishna M2 · ‎02-05-2024

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

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Venkata Subbam1 · ‎02-12-2024

Hello @siva krishna M2 ,

Please find the below screen short for your reference.

Thanks!

Regards,

Venkata.

vishnu d · ‎03-14-2024

We tried this:

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);

But the inbound email contains any attachments, they are not showing in the outlook attachment.