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]

var gr = "User Updated : abel.tuter";
var arr = [];
arr = gr.split(':');
gs.print("Array 1:" + arr[0]);
gs.print("Array 2:" + arr[1] );

try to replicate the same with email.subject;

get the email.subject in the variable. 

var grstring = email.subject;

var arr = [];

arr =grstring.split(':');

var callerid = arr[1];

then current.caller_id = callerid;

I tried in the background script scripts. It will come like this.

if the above solution will not work. than try this also 

var gr = new GlideRecord('sys_user');
gr.addQuery('name', callerid.toString()); // Please pick the correct backened value of the username /name . callerid is from the email subject after the split
gr.query(); 
while (gr.next()) {
 current.caller_id = gr.sys_id
}

[raycallan]

Hi @Hari S1 ,

A few questions

• Is this for all inbound email or only for certain email addresses
• What is the format of the caller (eg full name, user name, email)
• Does the subject only contain the caller or doe we need to split the subject to get the caller

Do you have an example of the your subject line looks like

You would probably need to script something like this if searching by full name

var gr = new GlideRecord('sys_user');
gr.addQuery('name', email.subject);
gr.query(); 
while (gr.next()) {
 current.caller_id = gr.sys_id
}
    

[Hari S1]

Hi Raycallan,

Thanks for the response.

1. It is only for one email addresses(Example: xyz@gmail.com), not for all inbound emails.

2. Format of the caller is user name.

3. Yes, the subject contains the caller but the caller id might change(dynamic).

Yes, I have the subject line: Example: User updated User Id: abel.tuter(User Id might changes)

I tried the below script but still, the caller is empty.

Thank you so much.

[MD AQUIB KHAN]

try this once 

var grstring = email.subject;

var arr = [];

arr =grstring.split(':');

var callerid = arr[1];

gs.log ('Caller:' +callerid );

var gr = new GlideRecord('sys_user');
gr.addQuery('name', callerid.toString()); // Please pick the correct backened value of the username /name . callerid is from the email subject after the split
gr.query(); 
while (gr.next()) {
 current.caller_id = gr.sys_id;
}

[Hari S1]

Hi @MD AQUIB KHAN 

I tried the above script but still, the caller is empty.