How to parse "Employee Name" from Email Body Text via a Inbound Action to Caller field?

Nathan Okh · ‎09-10-2021

Hello Community,

I have found many articles on this, and none have figured this out for me. So we need to parse "Employee Name" == "[user name]" into the Caller field in an incident.

The email HTML that comes in is:

<tr>
<td valign="top" style="font-weight: bold;padding-top:10px;padding-bottom:10px;border-bottom: 1px solid #E6E6E6; width: 100px;">Employee Name</td>
<td width="25px" ;="" style="border-bottom: 1px solid #E6E6E6;"></td>
<td style=" padding: 10px 5px 10px 5px; border-bottom: 1px solid #E6E6E6; font-family:Arial,'Segoe UI Emoji','Segoe UI Symbol';  font-size:10pt;  color:#000000;  font-weight:normal;  font-style:normal;  text-decoration:none;  background-color:#FFFFFF;padding-left:8px; font-weight:bold;  background-color:#FEFF85; ">Nathan Test 2</td>
</tr>

This is how it looks in the body of a received incident:

So far I've tried a number of things and they haven't worked.

My current Inbound Action: Action stands here:

Any help will be much obliged! I will mark helpful etc!

Nathan Okh · ‎09-13-2021

Hey Community. Would love some more help if possible.

I did try this, this was very helpful:

https://community.servicenow.com/community?id=community_article&sys_id=8dcdc538db50ccd0d82ffb2439961...

Here I essentially used it to do some "email processing" so that I can get a big lumpy string of characters and used it to test. Once i was able to get the exact variables I needed I disregarded the indesReg and finalvalue steps...

I need this to now populate the "Caller" reference field. But, i'm having no luck.

Now, this looks like this:

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
	
//Processing Email HTML - TEST1
	var htmlcode=email.body_html; 
	htmlcode = htmlcode.replace(/<style([\s\S]*?)<\/style>/gi, '');
	htmlcode = htmlcode.replace(/<script>/gi, '');
	htmlcode = htmlcode.replace(/<\/div>/ig, '\n');
	htmlcode = htmlcode.replace(/<\/li>/ig, '\n');
	htmlcode = htmlcode.replace(/<li>/ig, '  *  ');
	htmlcode = htmlcode.replace(/<\/ul>/ig, '\n');
	htmlcode = htmlcode.replace(/<\/p>/ig, '\n');
	htmlcode = htmlcode.replace(/<br\s*[\/]?>/gi, "\n");
	htmlcode = htmlcode.replace(/<[^>]+>/ig, '');
	htmlcode=htmlcode.replace('  ','');
	htmlcode=htmlcode.replace(/\r?\n|\r/g,'');
	gs.log("final email String  "+htmlcode);
//ends processing
	var indesREG = new SNC.Regex('/Employee:.*Request Received/si');  // this line will get the value of string between Employee Name and Request Received
//do not use finalvalue, the above processing is good enough to collect the employeename natively.
	var finalvalue = indesREG.match(htmlcode).toString();
	
	
	

//test 1b - This will get the correct data.
var employee_name = email.body.employee;	
	
//populate the caller reference field...
current.caller.setDisplayValue(employee_name); //does not work!! what the heck

//populate a string field for testing
current.u_reentry_caller=employee_name;
//the rest of the journey
current.comments = "Email received from: " + email.origemail;
current.short_description = email.subject + ' test1 ' + employee_name; 
current.description = email.body_text;

View solution in original post

Ishaan Shoor · ‎09-10-2021

I have done something similar to create a request from an inbound email and map the user from the email.

Please find the code below. You can modify this code as per your requirement for create a incident and map the caller field as I've done worker to employee in the code below.

createRequest();

function createRequest() {

var cart = new Cart(); //calling the cart API

var item = cart.addItem('item_sys_id');

// set variables
var worker = email.body.exiting_worker_name;

var userRec = new GlideRecord("sys_user");
userRec.addQuery("name", worker);
userRec.query();
if (userRec.next()) {
var userID = userRec.getUniqueValue();
}

cart.setVariable(item, 'employee', userID);

var rc = cart.placeOrder();
var ritmSys = rc.number;

updateRITM(rc.sys_id);

}

function updateRITM(req){

var ritm = new GlideRecord('sc_req_item');
ritm.addQuery('request', req);
ritm.query();
while (ritm.next()){
ritm.description = email.body_text;
ritm.update();

}

}
event.state="stop_processing";

Hope this helps!
BR.
Ishaan Shoor

Nathan Okh · ‎09-13-2021

This looks interesting I'll have to try to implement this. Was this done in the Inbound Action level or else where?

Ishaan Shoor · ‎09-13-2021

Yes, this was done at the inbound action level.

Hope this helps!
BR.
Ishaan Shoor

Nathan Okh · ‎09-13-2021

I wasn't able to make that work for me 😞