question Re: Inbound Email as Attachment on Call Record in Developer forum

Inbound Email as Attachment on Call Record

nathanjulo43 — Fri, 17 Mar 2017 17:38:13 GMT

Hello!

In our instance (Helsinki), we currently have inbound emails generating Call records for our Service Desk to work and determine the appropriate path (Incident, Request, etc.).

On this inbound email action, I have attempted to add a script under the Action tab to attach the inbound email(.eml) to the Call record as an attachment. This is useful for our environment because in many situations the customer will cc others already working on, or have worked on in the past, whatever they are reporting or requesting. The Service Desk can view that original email and get a quick understanding of the escalation path for that record.

I am honestly a novice at scripting and I pull most of my scripts from the rock stars around this community! Do any of you have a few moments to take a look at the script below to let me know if I am completely out in left field with what I have up to this point?

var strEmailContent = email.content_type +"\n"+ email.headers;

strEmailContent += "\n\n\n\n"+ email.body;

var sa = new GlideSysAttachment();

sa.write(current, strFileName +".eml", " application/octet-stream ", strEmailContent);

Thank you so much for your time!

Nathan

Re: Inbound Email as Attachment on Call Record

sujalavemula — Fri, 17 Mar 2017 18:29:48 GMT

try this ..

var strEmailContent = email.content_type +"\n"+ email.headers + "\n\n\n\n"+ email.body;

var sa = new GlideSysAttachment();

var cr = new GlideRecord('new_call');

cr.initialize();

cr.short_description = email.subject;

cr.description =email.body_text;

// map fields that are mandatory or necessary'

sa.write(cr, email.subject +".eml", " application/octet-stream ", strEmailContent);

cr.insert();

Re: Inbound Email as Attachment on Call Record

nathanjulo43 — Fri, 17 Mar 2017 18:36:35 GMT

Thank you, Sujala! Unfortunately, when testing this script I discovered this actually just creates an additional Call record with the email details instead of adding the .eml file that generated the Call record as an attachment.

Re: Inbound Email as Attachment on Call Record

sujalavemula — Fri, 17 Mar 2017 18:53:17 GMT

try this .It works for me .. it should work for you too

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

// Implement email action here

var strEmailContent = email.content_type +"\n"+ email.headers + "\n\n\n\n"+ email.body;

var sa = new GlideSysAttachment();

current.short_description = email.subject;

current.description =email.body_text;

// map fields that are mandatory or necessary'

sa.write(current, email.subject +".eml", " application/octet-stream ", strEmailContent);

current.insert();

})(current, event, email, logger, classifier);

hope this helps.

Re: Inbound Email as Attachment on Call Record

nathanjulo43 — Fri, 17 Mar 2017 20:13:23 GMT

Thanks again, Sujala!! That worked!

I tweaked it just a small bit to ensure the Caller field was populated and the email attachment body formatted properly. Here are my final edits to Sujala's script for anyone interested.

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier){

// Implement email action here

var strEmailContent = email.content_type + "\n" + email.headers + "\n\n\n\n" + email.body_text;

var sa = new GlideSysAttachment();

current.caller = gs.getUserID();

current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;

current.short_description = email.subject;

current.description = email.body_text;

// map fields that are mandatory or necessary'

sa.write(current, email.subject + ".eml", " application/octet-stream ", strEmailContent);

current.insert();

})(current, event, email, logger, classifier);

Re: Inbound Email as Attachment on Call Record

SC10 — Tue, 09 May 2017 17:31:12 GMT

Looks like it's including all images in the email body as attachments, as well. Any way to have it only create the one attachment, from the attachment in the original email?

Re: Inbound Email as Attachment on Call Record

Community Alums — Tue, 27 Jun 2017 08:09:03 GMT

Does this works for creating PDF as well?

Regards

Deepak

Re: Inbound Email as Attachment on Call Record

Shea Laughlin — Sun, 01 Oct 2017 23:16:22 GMT

I just gave this a quick try and had some success. After the email attachment is created, I can open it in Apple Mail with no issues, but when I open it in Outlook, the message body is missing. Just wondering if you have the same experience. Thanks!

Re: Inbound Email as Attachment on Call Record

vondes — Fri, 13 Oct 2017 08:10:26 GMT

Can we use it together with mobile-phone-tracker.org mobile recorder on Android?

Re: Inbound Email as Attachment on Call Record

VigneshMC — Tue, 02 Jan 2018 16:56:32 GMT

Hi Shea,

I am facing the same issue, did you figure out to fix this?

Thanks,

Vignesh

Re: Inbound Email as Attachment on Call Record

Shea Laughlin — Tue, 02 Jan 2018 20:22:46 GMT

Sadly, I didn't pursue it all the way through. After getting to this point, I basically validated that it was possible to do this but didn't troubleshoot it all the way to the end.

Re: Inbound Email as Attachment on Call Record

Gerry Crumbley — Fri, 27 Dec 2019 16:16:40 GMT

I've tried this, but can't get it to work. I don't get any Email Body with it. This is the .eml attachment in the INC:

Here is the script:

// Note: current.opened_by is already set to the first UserID that matches the From: email address

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
// Implement email action here
var strEmailContent = email.content_type +"\n"+ email.headers + "\n\n\n\n"+ email.body;
var sa = new GlideSysAttachment();

current.caller_id = gs.getUserID();
current.comments = "forwarded by: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;

current.category = "O365";
current.incident_state = IncidentState.NEW;
current.notify = 2;
current.contact_type = "email";

if (email.body.assign != undefined)
current.assigned_to = email.body.assign;

if (email.body.priority != undefined)
current.priority = email.body.priority;

// map fields that are mandatory or necessary'
sa.write(current, email.subject +".eml", " application/octet-stream ", strEmailContent);

current.insert();

})(current, event, email, logger, classifier);

Can someone tell me where the error is?

Re: Inbound Email as Attachment on Call Record

Surabhi2 — Tue, 19 Oct 2021 20:26:17 GMT

Hi Gerry,

I am facing the same issue. Were you able to fix this?

Regards,

Surabhi

Re: Inbound Email as Attachment on Call Record

Z B — Fri, 20 Oct 2023 09:09:26 GMT

Missing the '_text' when setting the strEmailContent

// Note: current.opened_by is already set to the first UserID that matches the From: email address

current.caller_id = gs.getUserID();
current.comments = "forwarded by: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;

current.category = "O365";
current.incident_state = IncidentState.NEW;
current.notify = 2;
current.contact_type = "email";

if (email.body.assign != undefined)
current.assigned_to = email.body.assign;

if (email.body.priority != undefined)
current.priority = email.body.priority;

// map fields that are mandatory or necessary'
sa.write(current, email.subject +".eml", " application/octet-stream ", strEmailContent);

current.insert();

})(current, event, email, logger, classifier);

Re: Inbound Email as Attachment on Call Record

Harini Dhanapal — Tue, 09 Jan 2024 09:11:27 GMT

I'm still facing the same issue. PFA for the sample email attachment. I used this code also. Kindly anyone has workaround for this.

Regards,

Harini