question Re: How to add CC'ed users from inbound email to a custom field? in HRSD forum

How to add CC'ed users from inbound email to a custom field?

Rob Sestito — Tue, 13 Aug 2019 18:07:35 GMT

Hello SN Comm!

I have seen many other posts trying to accomplish what I am asking for. However, none of the suggestions/answered posts has worked for me (it could be that I am putting the code in the wrong area of the script).

Nonetheless, Here is what I currently have for an Inbound Action to Create HR Case:

//Set all basic HR fields
if (email.importance !== undefined) {
	if (email.importance.toLowerCase() == "high")
		current.priority = 2;
} else
current.priority = 3;

var bodyText = email.body_text;
if (!bodyText)
	bodyText = email.body_html;

current.work_notes = "HR Case created by email:\n\nReceived from: " + email.origemail + "\n\n" + email.subject + "\n\n" + bodyText;
current.description = bodyText;

// Core email rules assign "Guest" if the from email does not match a user.
// In this case, check the HR profile personal email, and reassing the case to that user.
var profile;
if (gs.getUserID() == '5136503cc611227c0183e96598c4f706') {        //GUEST SYS_ID
	profile = new GlideRecord('sn_hr_core_profile');
	profile.addQuery('personal_email', email.origemail);
	profile.query();
	if (profile.next()) {
		current.hr_profile = profile.sys_id;
		current.opened_for = '';
		current.opened_by = gs.getUserID();
		if (profile.user) {
			current.opened_for = profile.user;
			current.opened_by = profile.user;
		}
	} else {
		current.opened_by = gs.getUserID();
		current.opened_for = gs.getUserID();
	}
} else {
	// Find and attach profile if it exists
	current.opened_by = gs.getUserID();
	current.opened_for = gs.getUserID();
	profile = new GlideRecord('sn_hr_core_profile');
	profile.addQuery('user', gs.getUserID());
	profile.query();
	if (profile.next())
		current.hr_profile = profile.sys_id;
}

current.subject_person = current.opened_for;
var newId = current.sys_id;
gs.eventQueue('sn_hr_core_case.email.creation', current, newId, email.from);

Here is the script I am trying to play with/use: (my custom field is u_additional_communications_list - and it is very similar to watch list/collaborators field as it is a ref field to the sys_user table)

//populate additional communications list from cc filed

var aList = current.u_additional_communication_list;
var rarray = email.recipients_array;
var instanceEmail = gs.getProperty('glide.email.user');

for (var i = 0; i < rarray.length; i++) {
	var recipient = rarray[i];
	var gr = new GlideRecord('sys_user');
	gr.addQuery('email', recipient);
	gr.query();
	if (gr.next()) {
		// It's a user
		if(aList != "") {
			aList = (aList + "," + gr.sys_id);
		} else {
			aList = gr.sys_id;
		}
	} else {
		//It's not a user either...so just add the address to the list...except instance email address
		if (recipient != instanceEmail) {
			if(aList != "") {
				aList = (aList + "," + recipient);
			} else {
				aList = recipient;
			}
		}
	}
	
}
current.u_additional_communication_list = aList;

This script is at the tail-end of the Inbound Action. Can someone lend a hand to see if we can get this to work correctly?

Thank you so much!

-Rob

Re: How to add CC'ed users from inbound email to a custom field?

brianlan25 — Tue, 13 Aug 2019 18:31:15 GMT

Please take a look here. I believe what you are looking for is email.copied.

Re: How to add CC'ed users from inbound email to a custom field?

Rob Sestito — Tue, 13 Aug 2019 19:19:10 GMT

Thanks for replying Brian.

Unfortunately, from your suggested link, I don't see how this tells me how I can make my inbound email action add CC'd users automatically to a field like 'Watch List' (replaced however by my custom field).

Thanks,

-Rob

Re: How to add CC'ed users from inbound email to a custom field?

Rob Sestito — Tue, 13 Aug 2019 19:29:31 GMT

I think I see what this means now.

Re: How to add CC'ed users from inbound email to a custom field?

Rob Sestito — Tue, 13 Aug 2019 19:50:56 GMT

I am still unable to get this to work correctly.

Re: How to add CC'ed users from inbound email to a custom field?

Mike Patel — Tue, 13 Aug 2019 19:54:28 GMT

you need to something like on your 1st script

current.subject_person = current.opened_for;

current.u_additional_communication_list = email.copied;

Re: How to add CC'ed users from inbound email to a custom field?

Mike Patel — Tue, 13 Aug 2019 19:58:42 GMT

If that doesn't work than try just changing below on your 2nd script

current.u_additional_communication_list = aList.join(",");

Re: How to add CC'ed users from inbound email to a custom field?

brianlan25 — Tue, 13 Aug 2019 20:05:27 GMT

Sorry I have not been seeing replies in my community inbox. Is the CC'd user a user in your ServiceNow environment?

Re: How to add CC'ed users from inbound email to a custom field?

Rob Sestito — Tue, 13 Aug 2019 23:13:26 GMT

That's Okay Brian-

Yes they are - we house all of our employees in SN, something around 53k. So anyone being CC'd will most likely be an employee (active or not).

Going to check it out more, and see if what Mike said helps me.

-Rob

Re: How to add CC'ed users from inbound email to a custom field?

Rob Sestito — Tue, 13 Aug 2019 23:13:44 GMT

Thanks, will give this a try!

-Rob

Re: How to add CC'ed users from inbound email to a custom field?

Rob Sestito — Tue, 13 Aug 2019 23:13:49 GMT

Thanks, will give this a try!

-Rob

Re: How to add CC'ed users from inbound email to a custom field?

Rob Sestito — Wed, 14 Aug 2019 00:22:34 GMT

Hey Mike,

So, we got it to work! However, I seem to be missing something to make the emails for the CC'd - match the actual user ID in the system. The actual email address of the cc'd users are just showing as their email address.

Here is the code as I have it now, I am blanking on what I need to do to match it to the actual user.

//Set all basic HR fields
if (email.importance !== undefined) {
	if (email.importance.toLowerCase() == "high")
		current.priority = 2;
} else
current.priority = 3;

var bodyText = email.body_text;
if (!bodyText)
	bodyText = email.body_html;

current.work_notes = "HR Case created by email:\n\nReceived from: " + email.origemail + "\n\n" + email.subject + "\n\n" + bodyText;
current.description = bodyText;
current.u_additional_communication_list = email.copied;
	
// Core email rules assign "Guest" if the from email does not match a user.
// In this case, check the HR profile personal email, and reassing the case to that user.
var profile;
if (gs.getUserID() == '5136503cc611227c0183e96598c4f706') {        //GUEST SYS_ID
	profile = new GlideRecord('sn_hr_core_profile');
	profile.addQuery('personal_email', email.origemail);
	profile.query();
	if (profile.next()) {
		current.hr_profile = profile.sys_id;
		current.opened_for = '';
		current.opened_by = gs.getUserID();
		if (profile.user) {
			current.opened_for = profile.user;
			current.opened_by = profile.user;
		}
	} else {
		current.opened_by = gs.getUserID();
		current.opened_for = gs.getUserID();
	}
} else {
	// Find and attach profile if it exists
	current.opened_by = gs.getUserID();
	current.opened_for = gs.getUserID();
	profile = new GlideRecord('sn_hr_core_profile');
	profile.addQuery('user', gs.getUserID());
	profile.query();
	if (profile.next())
		current.hr_profile = profile.sys_id;
}

current.subject_person = current.opened_for;
var newId = current.sys_id;
gs.eventQueue('sn_hr_core_case.email.creation', current, newId, email.from);

//Rob's Testing script Start
//add cc's to the Additional communication list

var aList = current.u_additional_communication_list;
var rarray = email.copied_array;
var instanceEmail = gs.getProperty('glide.email.user');

for (var i = 0; i < rarray.length; i++) {
	var copied = rarray[i];
	var gr = new GlideRecord('sys_user');
	gr.addQuery('email', copied);
	gr.query();
	if (gr.next()) {
		// It's a user
		if(aList != "") {
			aList = (aList + "," + gr.sys_id);
		} else {
			aList = gr.sys_id;
		}
	}
}
current.u_additional_communication_list = aList.join(",");
current.insert();
//Rob's Testing script End

Shows up on the form as:

Are you able to help me with what is needed to match the email to the actual user account? I tried copying the 'Find and attach profile if it exists' part of the script, but it did not work as I thought.

Thank you!

-Rob

Re: How to add CC'ed users from inbound email to a custom field?

Mike Patel — Wed, 14 Aug 2019 00:38:35 GMT

I changed few thing so try that and check logs and see you are seeing logs.

var rarray = email.copied;
var instanceEmail = gs.getProperty('glide.email.user');

for (var i = 0; i < rarray.length; i++) {
	var copied = rarray[i];
	var gr = new GlideRecord('sys_user');
	gr.addQuery('email', copied);
	gr.query();
	if (gr.next()) {
		gs.log("It's a User: " + gr.name + " - " + copied, "inboundaction");
		// It's a user
		if(aList != "") {
			aList = (aList + "," + gr.sys_id);
		} else {
			aList = gr.sys_id;
		}
	}
}

Re: How to add CC'ed users from inbound email to a custom field?

Jim Coyne — Wed, 14 Aug 2019 03:27:30 GMT

You can leverage the ArrayUtil Script Include to simplify things:

var au = new ArrayUtil();
var instanceEmail = gs.getProperty("glide.email.user").toLowerCase().split(",");
var currentList = current.getValue("u_additional_communication_list").toLowerCase().split(",");

var copied = email.copied.toLowerCase().split();
//remove the instance email address
var copied = au.diff(copied, instanceEmail);

//get a list of User sys_ids and the matching email addresses
var ids = [];
var emails = [];
var gr = new GlideRecord("sys_user");
gr.addEncodedQuery("emailIN" + copied.join(","));
gr.query();
while (gr.next()) {
	ids.push(gr.getValue("sys_id"));
	emails.push(gr.getValue("email").toLowerCase());
}

//remove email addresses we found from the copied list
copied = au.diff(copied, emails);

//now add the corresponding User record sys_ids
copied = au.union(ids, copied);

//now add to the existing list
current.u_additional_communication_list = au.union(currentList, copied).join(",");

Re: How to add CC'ed users from inbound email to a custom field?

brianlan25 — Wed, 14 Aug 2019 11:57:42 GMT

I would take a look at what Jim provided. It looks like it would work based on the code he provided.

Re: How to add CC'ed users from inbound email to a custom field?

Rob Sestito — Wed, 14 Aug 2019 12:21:32 GMT

I am getting these log warnings from the script - and I receive noting for the gs.log from your suggestion.

Re: How to add CC'ed users from inbound email to a custom field?

Rob Sestito — Wed, 14 Aug 2019 12:24:11 GMT

Giving your script a shot Jim and will keep you updated.

Thank you!

-Rob

Re: How to add CC'ed users from inbound email to a custom field?

Rob Sestito — Wed, 14 Aug 2019 12:26:30 GMT

Jim, this did not work and I am getting the following errors:

Re: How to add CC'ed users from inbound email to a custom field?

Mike Patel — Wed, 14 Aug 2019 12:28:05 GMT

Try changing var rarray = email.copied;

Re: How to add CC'ed users from inbound email to a custom field?

brianlan25 — Wed, 14 Aug 2019 12:29:12 GMT

I think you need var rarray = email.copied.split(','); or var rarray = email.copied.toString().split(',').