How can I include the original email body in a notification

[phil34]

Hi All,

My Inbound email action creates an incident and the first entry on the incident is a Journal entry called "email received"

I have an outbound notification that is triggered by the insert of the incident and the notification goes to the assigned Group and I would like to include the content of email received in that outbound notification. Posted below.

I have looked through the available fields to the right of the form but I can find one that includes the original email body. 

Can anyone advise how I might do that please?

[Dan H]

One approach you could take to do this:

1. Create a Email notification script e.g 'getOriginalEmail' that runs a GlideRecord query on 'sys_email' table, the query being .addQuery('instance', current.sys_id'); To find the inbound email related to the incident. The mail script should include a template.print(current.body); so that the body is printed to the new email.

2. Call the email notification script inside the message HTML field. ${mail_script:getOriginalEmail}

3. The entire body of the old email will be copied over to the new email, so the mail script would probably need to be able to deal with that and spit out the information you actually need.

Please mark my answer as Correct/Helpful based on impact

Regards,

Dan H

[GauriSharma]

Hello Dan,

Can we include original email body and CC email address in the outbound emails from ticket form?
please check the below screenshot for reference.

Thanks,

Gauri 

[Sebas Di Loreto]

I think the answer you are looking for is a combination of setting up an "email client configuration" for your TABLE (incident for example) and an "email client template"

Check the "email client template" for the change_request table. 

This is out of the box and can be found: /sys_email_client_template.do?sys_id=b09121669322320050bef157b67ffb2e

[GauriSharma]

Hello Sebastian,

thank you for your quick response, however, my requirement is not completed with the email-script suggested above.
I wanted to copy the content of the very first email in the outbound email as a mail-body, not as an attachment.

thanks again for the copy recipient information.

-Gauri