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();
    }

[OlaN]

Hi,

Please elaborate your question.

https://www.servicenow.com/community/now-platform-articles/10-tips-for-writing-a-quality-community-q...

[RaghavSh]

You get the caller from email.from objevt , from that email you can get the sys_id of user by gliding the user table.

If you are getting something specific in the email, then it should be at a defined place , like the subject should start with caller id. In that case you can perform string operations on the email.subject and get the caller id.

[MD AQUIB KHAN]

Hi,

I guess this is what you are looking for 

current.caller_id = email.subject;

Please share any scripts if you have 

[Hari S1]

Hi Aquib,

Thanks for the quick replay.

I sent an email to ServiceNow to create an incident in Servicenow and I mentioned the user Id in the email Subject but still no caller in the incident form. 

Inbound action:

Thanks.