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();
    }

[Sebas Di Loreto]

Make sure to add trim() at the end, otherwise it won't work if the subject has more than one space after the colon character. Example: "User updated User Id   :    abel.tuter" 

gr.addQuery('user_name', arrSubject[1].trim());

[Sebas Di Loreto]

I think you are getting confused on how you are testing.

The "When to run" TYPE of the inbound action is important if you are testing as a new, reply or forward email.

I assume your intention is to CREATE a NEW incident when a NEW email comes in AND look for the caller_id on the subject line.

Then I suggest to use this out of the box email inbound action as your starting point: /sysevent_in_email_action.do?sys_id=3ccfeff5c611227a0180144333c87af9

And replace the script with:

var userId = [];
userId = email.subject.split(':');
var caller = new GlideRecord('sys_user');
caller.addEncodedQuery('user_name=' + userId[1].trim());
caller.query();
if (caller.next())
      current.caller_id = caller.sys_id;

current.short_description = email.subject;
current.description = email.subject;
current.state = IncidentState.NEW;
current.contact_type = "email";
current.insert();

Then send a NEW email to your instance with subject "    user  updated  :   abel.tuter   " (leave spaces everywhere to prove the point that works) AND anything on the body of the email.

Then monitor the RECEIVED emails (type that in left nav) for the email and you will be able to diagnose everything that is being processed on that email.