Add External/Guest Email Address to Watchlist Automatically

[kevin_munguia]

How can I add the email address of an external user to the watchlist as soon as a ticket is created by email? I don't want to create an account for every single external user automatically, which is why the caller field gets set to the guest account. I'm open to creating a new field so that the external user email address gets added. My goal is to automate this because I want to be able to send an email to the external address without having to copy and paste the email address to the watchlist field every time. 

[Mike Patel]

Add below code right before current.insert on our inbound action.

// Add All Email Recipients to Watch List
var wList = current.watch_list;
var rarray = email.recipients_array;
var instanceEmail = gs.getProperty('glide.email.user');
var ignoredEmail = instanceEmail;
var ignoredEmailArray = ignoredEmail.split(',');

for (var i = 0; i < rarray.length; i++) {
	var recipient = rarray[i];
	//Check to see if it's a user address
	var gr = new GlideRecord('sys_user');
	gr.addQuery('email', recipient);
	gr.query();
	if (gr.next()) {
		// It's a user
		if (wList != "") {
			wList = (wList + "," + gr.sys_id);
		} else {
			wList = gr.sys_id;
		}
	} else {
		//It's not a user either...so just add the address to the list...except instance email address
		if (!new ArrayUtil().contains(ignoredEmailArray, recipient)) {
			if (wList != "") {
				wList = (wList + "," + recipient);
			} else {
				wList = recipient;
			}
		}
	}
}

current.watch_list = wList;

[kevin_munguia]

Hi Mike,

I used part of your code to help me figure this out using the following code. This seemed to work for me, thanks for your help.

if (current.opened_by.name.toLowerCase() == 'guest'){

current.watch_list = (email.recipients + "," + email.origemail);

}

[kevin_munguia · Accepted solution]

UPDATED: I used the following code to not exclude internal users on the inbound action.

//code if it's guest account, include everyone on watchlist

if (current.opened_by.name.toLowerCase() == 'guest'){

current.watch_list = (email.recipients + "," + email.origemail);

} else {
//code to not exclude on watchlist when it's an internal user

current.opened_by == 'sys_user';

current.watch_list = email.recipients;

}