How to set the caller id from email inbound action

[Hari S1]

Hi,

We are trying to get the caller id from the email subject of the inbound action email and set it as a caller for the incident.

Thanks for any help.

[raycallan · Accepted solution]

Hi @Hari S1 

This should work for you

if (email.origemail == '[email_address]') {
        var arrSubject = email.subject.split(' : '); //need to include the 
        var gr = new GlideRecord('sys_user');
        gr.addQuery('user_name', arrSubject[1]);
        gr.query();
        if (gr.next()) {
            current.caller_id = gr.sys_id
        }
    } else {
        current.caller_id = gs.getUserID();
    }

[MD AQUIB KHAN]

Hi ,

 put some log to check what values are you getting .

gs.log('Email Subject" +grstring);

check after that 

like gs.log( "Caller id : " + callerID); gs.log( " Current Caller id : " + current.caller_id);

Also check if your code is working inside the loop . Try to replace the line gr.addQuery('name', callerID);

Try buddy it will work . Follow the steps . Go to Logs and Validate 

[Hari S1]

Hi @MD AQUIB KHAN ,

I tried after updating 8th line with "user_name" and adding logs. caller is undefined showing in the logs.

System logs:

2. 

[raycallan · Accepted solution]

Hi @Hari S1 

This should work for you

if (email.origemail == '[email_address]') {
        var arrSubject = email.subject.split(' : '); //need to include the 
        var gr = new GlideRecord('sys_user');
        gr.addQuery('user_name', arrSubject[1]);
        gr.query();
        if (gr.next()) {
            current.caller_id = gr.sys_id
        }
    } else {
        current.caller_id = gs.getUserID();
    }

[Hari S1]

Hi @raycallan,

I am getting the short description and description but still, the caller is empty.

Inbound action: I also tried adding "User updated User Id: " in the 2nd line of the script.

[raycallan · Accepted solution]

You need to replace [email_address] with the email address that the email is coming from

Its also a good idea during testing to log what is happening to make it easier to troubleshoot 

For example insert the following at line 3

gs.log ('Caller: ' + arrSubject[1]);