How do you set the "user" of an inbound action?

[e_wilber]

We are exporting records from another system into SN by forwarding emails. Since these are all forwards, each record shows the last Additional Comment as the person who sent in the last email rather than the original person.

Within the inbound action, how do I set who the user is so I can set the sys_updated_by and have their name next to the comments in the history?

[AbhishekGardade]

current.caller_id = gs.getUserID();

You can check out OOTB Inbound action Create Incident.

In inbound email action script contains the email object to access various pieces of an inbound email through variables. You can use the global variable sys_email with inbound email actions.

Check out this link for complete details of email object in Inboud action

https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/notification/reference...

Please mark as Correct Answer/Helpful, if applicable.
Thanks!
Abhishek Gardade

[e_wilber]

I'm actually setting this on a different record but the Account/Contact fields are coming over fine.

The problem is when I add the email to the work_notes field, the work notes shows it's from Guest rather than a named user. I don't know how to manually set who it shows the comment is from.

[Allen Andreas]

Hi,

The inbound email system determines the user from the email address it's from. It compares to your instance and if a match is found, it associates the update/etc. to that user. If no match is found, and you have Guest account active, it'll use Guest.

So is the email you're talking about here...coming from an actual user, within your instance? Or are you trying to sort of convert it from an unknown user and force it to be someone?

Please mark reply as Helpful/Correct, if applicable. Thanks!