Query "Caller" Using email ID

[thayanc]

I am trying to query the "caller" table using caller's email ID instead of sys_ID.

Query using sys_id - working

https://company.service-now.com/nav_to.do?uri=%2Fsys_user.do%3Fsys_id%{{sys_id}}%26sysparm_view%3Des...

Query using email - not working

https://company.service-now.com/nav_to.do?uri=%2Fsys_user.do%3Femail%{{email_id}}%26sysparm_view%3De...

Please let me know if I could query the Caller table using caller's email.

[Anurag Tripathi · Accepted solution]

This will work

https://<instance name>.service-now.com/sys_user.do?sysparm_query=email=<email>

[Faiz Ahmed Moha · Accepted solution]

Hi @thayanc, 

Please try the below sample query.

https://company.service-now.com/sys_user_list.do?sysparm_query=email%3Dabel.tuter@example.com&syspar...

Please mark 'helpful' and 'Accept solution' if this works for you.

Regards

Faiz Ahmed.

[Dr Atul G- LNG]

Hi @thayanc 

What is the use case here, search by email is a good option but with sysid is not a good way.

[thayanc]

Hi,

Thank you for the response. The use case for me is, we are using Cisco WebEx contact center solution for helpdesk email, when a known "caller" sends an email to our helpdesk, Cisco WebEx will deliver the email to an agent and I would like to pop-up a ServiceNow "Caller" page, so that the agent could easily handle the caller issue, without any manual process to see the "caller" email and use ServiceNow page to lookup the user. 

[Dr Atul G- LNG]

HI @thayanc 

Not sure I under stand your problem statement, when a user send emai, a pop up message is shown to agent but what it this pop up will do? Still not clear to me. 

[thayanc]

Hi,

Sorry for the confusion. Let's make it simple...

You could pull a caller info by this URL, using sys_id of a caller:

https://company.service-now.com/nav_to.do?uri=%2Fsys_user.do%3Fsys_id%{{sys_id}}%26sysparm_view%3Des...

Since the known info of the "caller" to WebEx is the sender/caller email ID, is there a way to pull caller info from ServiceNow using only email ID, if yes what would be the URL?