question Re: inbound email action Scoped Application in Developer forum

inbound email action Scoped Application

Harish KM — Wed, 26 Apr 2017 12:06:49 GMT

I have created an inbound email action which is in scoped application.

here the problem is If I glide record user table to check and set the user as "guest". it doesnot create the record. it jus skips the inbound email action.

Here is the code.

current.short_description = email.subject; // Set email subject

current.description = email.body_text; // set email body

var eto = email.to.toLowerCase().toString();

var sid='';

var rec = new GlideRecord('sys_user');

rec.addQuery('email',email.from);

rec.query();

if(rec.next()){

gs.log("inside");

sid = rec.sys_id.toString();

gs.log("user is"+sid);

}

if(sid=='')

{

gs.log("else");

sid = gs.getUser().getUserByID('guest').getID();

gs.log("user is"+sid);

}

current.u_caller = sid;

current.insert();

NOTE: If i use same code for global application. it does work . I am not sure why it is not working for scoped application.

Can any one sort this out?

Re: inbound email action Scoped Application

Chuck Tomasi — Wed, 26 Apr 2017 12:11:07 GMT

I suspect your gs.getUser() may be having issues in the scoped app. Try this in place of the line sid = gs.getUser()...

var user = new GlideRecord('sys_user');

user.get('user_name', guest);

sid = user.getValue('sys_id');

Also, note that gs.log() is not supported in scoped apps. Use gs.info(), gs.debug(), gs.warn(), and gs.error().

Re: inbound email action Scoped Application

Adiseshu Borra — Wed, 26 Apr 2017 12:13:56 GMT

Hi Harish,

what is your Target table (to which table, your are mapping this Inbound action).

And try to send emails from exiting servicenow users mapped email ID.

Re: inbound email action Scoped Application

Harish KM — Wed, 26 Apr 2017 12:18:31 GMT

Still no luck. It doesnot create record even when the user is present in the database

Updated Code:

// Implement email action here

current.short_description = email.subject; // Set email subject

current.description = email.body_text; // set email body

var eto = email.to.toLowerCase().toString();

gs.log("Inbound run1"+eto);

var sid='';

var rec = new GlideRecord('sys_user');

rec.addQuery('email',email.from);

rec.query();

if(rec.next()){

gs.log("inside");

sid = rec.sys_id.toString();

gs.log("user is"+sid);

}

if(sid=='')

{

gs.log("else");

var user = new GlideRecord('sys_user');

user.get('user_name', guest);

sid = user.getValue('sys_id');

gs.log("user is"+sid);

}

current.requestor = sid;

current.insert();

Re: inbound email action Scoped Application

Harish KM — Wed, 26 Apr 2017 12:20:04 GMT

Hi Adiiseshu , target table is "x_8690_case_manage_case_management"

Re: inbound email action Scoped Application

Harish KM — Wed, 26 Apr 2017 12:26:40 GMT

Hi ctomasi

Earlier I was using the below code

current.short_description = email.subject; // Set email subject

current.description = email.body_text; // set email body

current.u_requestor = email.from; // set email caller

current.state = 1; // set state to new

current.contact_type = "email"; // set channel to email

current.priority = 4; // set priority to low

current.company = gs.getUser().getCompanyID();// Set company

current.insert();

The above code is working fine. Now If any user sends the email to servicenow who are not present in the database I need to set the caller field as "guest". Could you let me know how to do this as I am facing issues

Re: inbound email action Scoped Application

Chuck Tomasi — Wed, 26 Apr 2017 12:29:23 GMT

As noted earlier, gs.log() is not available in scoped applications. Please use the scoped debugging methods in scoped scripts.

Scoped Script Logging - ServiceNow Wiki

Re: inbound email action Scoped Application

Adiseshu Borra — Wed, 26 Apr 2017 12:31:34 GMT

Hi Harish,

i hope,

if user is not available in servicenow database, servicenow will consider user as guest( out of the box).

Re: inbound email action Scoped Application

Harish KM — Wed, 26 Apr 2017 13:46:26 GMT

Thanks Chuck. gs.log was the issue.

Re: inbound email action Scoped Application

Chuck Tomasi — Wed, 26 Apr 2017 13:50:58 GMT

You are welcome. I'm glad you got it resolved. It took me a while to convert, but now i use the new methods in global or scoped apps.

Re: inbound email action Scoped Application

Harish KM — Wed, 26 Apr 2017 13:58:26 GMT

Is there any blog I can find about your new method chuck?

Re: inbound email action Scoped Application

Chuck Tomasi — Wed, 26 Apr 2017 14:00:29 GMT

The new methods (gs.debug/info/warn/error) are documented in the link provided earlier, complete with a video.