We have an email that comes from Salesforce into ServiceNow but one line is missing from the details.
When you view the email on the incident the line is there but missing from the incident. If the same incident is forwarded in from someone who has received the email it processes with all details
Details on email attached to incident :-
Details that show on incident
As you can see the Line Manager does not appear on the incident
This is the Inbound Action that processes the email
//Create Incident Leaver
//Get User
current.caller_id = gs.getUserID();
current.description = email.origemail + "\n\n" + email.body_text;
//Extract Employee Name from email body
var usname = email.body_text;
gs.info(email.body_text);
var usname = email.body_text;
var indexStart = usname.lastIndexOf("Name:");
usname2 = usname.substring(indexStart + 5, usname.indexOf("\n", indexStart)).trim();
gs.info("myUser = " + usname2);
usenddate = usname.substring(usname.lastIndexOf("Employment End Date:") + 21, usname.lastIndexOf("Basis"));
(usenddate.trim());
current.short_description = email.subject + " - " + usname2 + " / " + usenddate;
current.location = current.caller_id.location;
current.incident_state = IncidentState.NEW;
current.notify = 2;
current.contact_type = "email";
if (email.body.assign != undefined)
current.assigned_to = email.body.assign;
if (email.importance != undefined) {
if (email.importance.toLowerCase() == "high") {
current.impact = 1;
current.urgency = 1;
}
}
current.insert();
Hi @Pam Walker1 ,
Check that inbound email record in Emails [ sys_email ] and open as Preview Email. Lets see if this line manager is showing there or not, the incident form activity log is showing the email actually referece of that email log record.
-Thanks,
AshishKM
Can you share the notification definition part. Need to check if Line Manager field is configured with that notification.
Is there line manager field on incident form ( or table ) ?
The issue is not regarding a notification. It is an inbound action for an email that should add the body of the email to the description field
As above the Line Manager line appears on the incoming email in the Mailbox
