When I "reply" in Outlook, it is added to the activity

sirou · ‎12-14-2022

Hello everyone.

If you "reply" a received email in Outlook, an additional comment will be added to the activity of the incident being drafted.
Is it possible to stop this?The photo is an image of an open vote with additional comments.

I have this working in my incoming mail action.

ServiceNow KT · ‎12-14-2022

Hi

Inbound email actions trigger when an email is sent to ServiceNow basically a reply email

Search for the inbound email action name contains as Update Incident / Update Problem etc and try to update the below line of code

current.work_notes = "reply from: " + email.origemail + "\n\n" + email.body_text;

current.work_notes = "";

Please review the solution provided and let me know if you are still facing any issues

Regards

ServiceNow KT

View solution in original post

sirou · ‎12-14-2022

こんにちは@ reshmapatil

That doesn't seem to be the behavior I want

The ability to be added to "work_notes" in replies is also required for other projects
Pay attention to the "Re:" in the reply email

if (subject.indexOf("RE") <= 0 ){
current.short_description = email.subject;
current.description = email.body_text;
current. insert();
} else {
current.work_notes = "";
}

I tried writing a script like this, but it doesn't work
Is it not possible with this method?