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();
