Email inbound actions

[User_267]

I have a requirement like, when a email has been sent, the response from the user has to be captured in Requested item worknotes.

How to configure email inbound for this?

[Anand Kumar P]

Hi @User_267,

When email send to ServiceNow depends on subject ritm worknotes will update it will take new ritm number for new email not static ritm for all.

(function executeRule(current, previous) {
var ritmTable = 'sc_req_item';
var worknotesField = 'work_notes';

var emailSubject = current.subject.toString();
var ritmNumberMatch = emailSubject.match(/RITM(\d+)/);

if (ritmNumberMatch) {
var ritmNumber = ritmNumberMatch[1];

var ritmGR = new GlideRecord(ritmTable);
if (ritmGR.get('number', ritmNumber)) {
ritmGR.work_notes = current.body_text;
ritmGR.update();
}
}
})(current, previous);

Please mark this as solution proposed and helpful if it serves your purpose.

Thanks,

Anand 

[Tai Vu]

Hi @User_267 

There's an existing OOTB Inbound Email Action which is quite similar to your case.

Name: Update Request Item

URL: https://<instance_name>/sysevent_in_email_action.do?sys_id=1e33e31f0a0a3c74015b770ccb3467c4

So to capture the response in Work notes, just update the script from comments to work_notes

Sample below.

if (current.getTableName() == "sc_req_item" && current.canWrite()) {
    current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
    current.update();
}

Let me know if it works for you.

Cheers,

Tai Vu