Inbound email action issue

[mohanambalnanja]

Hi,

I have created an inbound action to create "incident" whenever email is received from specific email ID and subject.

While testing, I have sent an email from my email ID with specific subject. Incident is created when I sent an email from my email ID. But it didn't create the incident when the email is from that specific email ID. Email ID is present in ServiceNow.

Below is my script. 

var callerEmailAddress = email.body.caller;             //Set Caller Details

    var user = new GlideRecord('sys_user');

    user.addQuery('email', callerEmailAddress);

    user.query();

    if (user.next())

    {

        current.caller_id = user.sys_id;

    }

    var configurationItemName = email.body.dashboard_name; // Set Configuration Item

    var configurationItem = new GlideRecord('cmdb_ci');

    configurationItem.addQuery('name', configurationItemName);

    configurationItem.query();

    if (configurationItem.next())

    {

        current.setValue("cmdb_ci", configurationItem.sys_id);

    }

    var businessServiceName = email.body.business_service; // Set Business Service

    var businessService = new GlideRecord('cmdb_ci_service');

    businessService.addQuery('name', businessServiceName);

    businessService.addQuery('u_active', true);

    businessService.query();

    if (businessService.next())

    {

        current.setValue("u_business_service", businessService.sys_id);

    }

    var group = email.body.assignment_group;                // Set Assignment Group

    var GROUP_TYPE_ASSIGNABLE = "463cd4901b38e510c900a6c7b04bcbeb";

    var userGroup = new GlideRecord('sys_user_group');

    userGroup.addQuery("type", "LIKE", GROUP_TYPE_ASSIGNABLE);

    userGroup.addQuery("name", group);

    userGroup.query();

    if (userGroup.next())

    {

        current.setValue("assignment_group", userGroup.sys_id);

    }

    var workNotes = '\nWork Notes: '+email.body.work_notes;  //Update work notes

    var owner = '\nOwner: ' + email.body.owner;            

    var developerEmailID = '\nDevelopers Email Ids: ' + email.body.developers_email_ids;

    var requestedEmailID = '\nRequested Email Ids: ' + email.body.requested_email_ids;

    var dashboardURL = '\nDashboard URL: ' + email.body.dashboard_url;

    var region = '\nRegion: ' + email.body.region;

    var country = '\nCountry: ' + email.body.country;

    var brachName = '\nBranch Name: ' + email.body.branch_name;

    current.work_notes = workNotes+owner + developerEmailID + requestedEmailID + dashboardURL + region + country + brachName;

    current.insert();

}

[tharun_kumar_m]

Hi @mohanambalnanja ,

Please ensure that the email id from which you are sending the email does not have an inactive profile associated with it in ServiceNow.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumbs up.

Best regards,

Tharun Kumar

[mohanambalnanja]

Hi Tharun,

I checked the profile. It is active.

Thanks

[Dhananjay Pawar]

Hi,

Please check the email properties. Check is there any restriction on receiving the emails from particular domain.

Thanks,

Dhananjay.

[mohanambalnanja]

There are some changes in my Post. Incident is getting created. But the values are not mapped as per the script in incident form.

When the email is sent from my email ID, the fields are mapped as per the requirement.