How to process received ignored emails

[Sravanthi1]

Hello all,

The issue we are facing is some of the approval response emails we are getting are being truncated and they are being set to the state received ignored. We have identified the reason for truncation it is because of the images that are present in the user signature while replying the email. The solution is to increase the email body size from sys properties, but we would like to check is there any other alternative for this.

So the requirement is to process the approval/rejection even though they are received-ignored.

Any help is much appreciated!

[AnveshKumar M · Accepted solution]

Hi @Sravanthi1 ,

You can create a Business rule on sys_email table and use the same code behind Reprocess Email UI Action, you can try the following business rule. 

(function executeRule(current, previous /*null when async*/ ) {
	var evt = new GlideRecord('sysevent');
    evt.initialize();
    var guest = new GlideRecord('sys_user');
    guest.addActiveQuery();
    guest.addQuery('user_name', 'guest');
    guest.query();

    if (guest.next()) {
        evt.user_id = guest.sys_id;
        evt.user_name = guest.user_name;
    }
    evt.process_on = gs.nowDateTime();
    evt.name = "email.read";
    evt.parm1 = current.sys_id;
    evt.insert();
})(current, previous);

[Sravanthi1]

@AnveshKumar M Thank you so much! I'll try this.