Inbound Actions

[SHARVIL SHETH]

Members of 'CC' and 'BCC' in Inbound Emails should receive the outbound notifications.

[SatyakiBose]

Hi @SHARVIL SHETH 

Can you please describe the issue in details.

A one line actually doesnt help in understanding the main issue.

[SHARVIL SHETH]

I have created an inbound action  "Create Incident" when an email is received to ServiceNow instance with "abcd@example.com" then incident record is created.

In email "To" person is set as the caller of incident.

The "to" person in email receives the notification from servicenow for eg: "Incident opened for me", this notifications should also be sent to all the persons who are in "CC" of the email.

[Shekhar Navhak1]

Hi,

This can achieve using a mail script

Steps to create Email Script and how to use:

1. Navigate to the "Notification email Script" in the "System Notification" in the filter navigator.
2. Set the name of the email notification to "add_newusers_to_cc".
3. add the below code in the script:

email.addAddress("cc","email_address_of_the_user","Name_of_ther_user"); //if you want to push the user dynamically then you can use the scripting to validate and push the user.

    4. Now navigate to the notification where you want to add cc.

    5. add "${mail_script:add_newusers_to_cc}" in the "Message HTML" field in the "What it will contain" form section of the notification.

[SHARVIL SHETH · Accepted solution]

I have a inbound action named  "create incident", in that a incident record is created when the email  is received from "example@gmail.com".
the person in "To" is set as the caller of that Incident and he receives the notifications like eg: "Incident opened for me", this notifications "Incident opened for me" should be sent also to the users who are in CC of that email.