Using an inbound email action script, how can I map values from the email to a field in servicenow?

[Tyler Michals]

A user fills out a form and clicks submit via webpage.

An email is sent to our instance and creates an incident.

This is what a portion of that inbound email looks like:

First Name: John

Last Name: Smith

Employee Contractor Id: 8675309123

Email Address: john_smith@yahoo.com

I would like to take the email address provided in the body of the email and map it to the "caller_id" field in service now.

Currently I am using this script and it is not working:

if (email.body.Email_Address != undefined)

    current.caller_id = email.body.Email_Address;

Please Help!

[jas101]

Hi, I used this thread to successfully achieve what you're after: https://community.servicenow.com/community?id=community_question&sys_id=78370b29db1cdbc01dcaf3231f9619e3

I.e. use script as below for e.g. setting the caller value from the email body text as the caller_id in the incident:

if (email.body.caller != undefined) {

var c = new GlideRecord('sys_user');

if (c.get('user_name', email.body.caller))

current.caller_id = c.getValue('sys_id');

}

Then ensure somewhere in email you have the caller defined e.g. 'Caller: JBloggs123'

Cheers.