Incident update for external caller "Guest".

[TedHung]

Incident is created by inbound email with external email address.  Caller is "Guest".

Is it possible to send the incident attachments to the email sender that triggered the creation of incident?  How?

Understand that email address can be added to "Watch list" for Additional comments (Customer visible).

How can we use ServiceNow to include and send attachments to the email sender (external to the company)?

[Eshwar Reddy]

Hi @TedHung 

Attachments are stored on a separate table called Attachment. There are details on this Attachment record that point to the table that this attachment is related to. Since you want to send an email, here is what you need to do:

1.   Create an Event to use with your notification:

      A.   Navigate to System Policy > Registry.

      B.   Click New to create a new Registry. Here are the details for the Event Registry record:

      Event name: incident.attachment.add

      Table: Incident [incident]

      Description: Used to send a notification when an attachment is added.

      Fired by: Business Rule

2.   Create a Business rule to trigger the event:

      Name: Send Event for Incident Attachment add

      Table: Attachment [sys_attachment]

      Advanced: true

      Description: Sends an event when an attachment is added to the Incident table

      When: after

      Order: 100

      Insert: true

      Update: false

      Delete: false

      Query: false

      Condition: current.table_name == 'incident'

      Script:

(function executeRule(current, previous /*null when async*/) {

      var incObj = new GlideRecord('incident');

      if (incObj.get(current.table_sys_id)) {

              gs.eventQueue('incident.attachment.add', incObj, current.file_name);

      }

})(current, previous);

3.   Create your notification:

      Name: INC-Attachment Added

      Table: Incident [incident]

      Send when: Event is fired

      Event name: incident.attachment.add

      Users/groups in fields: Caller

      Subject: Attachment ${event.parm1} has been added to Incident ${number}

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