Contents Now Platform Capabilities Previous Topic Next Topic Inbound email action example: handling email replies Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share Inbound email action example: handling email replies This example shows you how to set up inbound email actions to handle replies that users send back to the instance. Before you beginRole required: admin About this task The inbound email action parses the email and responds using a script. By default, an email received by the instance creates a new incident, and the body of the email is added to the Additional Comments text box. More refined Inbound Email Actions can create incident tickets with more data, thus saving the incident management team valuable time. Normally, when a user responds to an email sent by the instance, the inbound email action matches the watermark to an existing incident, and updates the incident rather than creating a new record. However, if the watermark is missing, this inbound email action attempts to match a reply to the original incident. Procedure Navigate to System Policy > Inbound Actions and click New. Populate the form as follows: Table 1. Inbound action field values Field Value Name Update Incident Type Reply Target table Incident [incident] In Script, enter this code. gs.include('validators'); //Note: current.caller_id and current.opened_by are already set to the first UserID that matches the From: email address if (current.getTableName() == "incident") { current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text; if (email.body.assign != undefined) current.assigned_to = email.body.assign; if (email.body.priority != undefined && isNumeric(email.body.priority)) current.priority = email.body.priority; if (email.body.category != undefined) current.category = email.body.category; if (email.body.short_description != undefined) current.short_description = email.body.short_description; current.update(); } Related TasksInbound email action example: logging a problemInbound email action example: requesting a changeInbound email action example: updating an incidentRelated ReferenceValues automatically set from incoming email On this page Send Feedback Previous Topic Next Topic
Inbound email action example: handling email replies This example shows you how to set up inbound email actions to handle replies that users send back to the instance. Before you beginRole required: admin About this task The inbound email action parses the email and responds using a script. By default, an email received by the instance creates a new incident, and the body of the email is added to the Additional Comments text box. More refined Inbound Email Actions can create incident tickets with more data, thus saving the incident management team valuable time. Normally, when a user responds to an email sent by the instance, the inbound email action matches the watermark to an existing incident, and updates the incident rather than creating a new record. However, if the watermark is missing, this inbound email action attempts to match a reply to the original incident. Procedure Navigate to System Policy > Inbound Actions and click New. Populate the form as follows: Table 1. Inbound action field values Field Value Name Update Incident Type Reply Target table Incident [incident] In Script, enter this code. gs.include('validators'); //Note: current.caller_id and current.opened_by are already set to the first UserID that matches the From: email address if (current.getTableName() == "incident") { current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text; if (email.body.assign != undefined) current.assigned_to = email.body.assign; if (email.body.priority != undefined && isNumeric(email.body.priority)) current.priority = email.body.priority; if (email.body.category != undefined) current.category = email.body.category; if (email.body.short_description != undefined) current.short_description = email.body.short_description; current.update(); } Related TasksInbound email action example: logging a problemInbound email action example: requesting a changeInbound email action example: updating an incidentRelated ReferenceValues automatically set from incoming email
Inbound email action example: handling email replies This example shows you how to set up inbound email actions to handle replies that users send back to the instance. Before you beginRole required: admin About this task The inbound email action parses the email and responds using a script. By default, an email received by the instance creates a new incident, and the body of the email is added to the Additional Comments text box. More refined Inbound Email Actions can create incident tickets with more data, thus saving the incident management team valuable time. Normally, when a user responds to an email sent by the instance, the inbound email action matches the watermark to an existing incident, and updates the incident rather than creating a new record. However, if the watermark is missing, this inbound email action attempts to match a reply to the original incident. Procedure Navigate to System Policy > Inbound Actions and click New. Populate the form as follows: Table 1. Inbound action field values Field Value Name Update Incident Type Reply Target table Incident [incident] In Script, enter this code. gs.include('validators'); //Note: current.caller_id and current.opened_by are already set to the first UserID that matches the From: email address if (current.getTableName() == "incident") { current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text; if (email.body.assign != undefined) current.assigned_to = email.body.assign; if (email.body.priority != undefined && isNumeric(email.body.priority)) current.priority = email.body.priority; if (email.body.category != undefined) current.category = email.body.category; if (email.body.short_description != undefined) current.short_description = email.body.short_description; current.update(); } Related TasksInbound email action example: logging a problemInbound email action example: requesting a changeInbound email action example: updating an incidentRelated ReferenceValues automatically set from incoming email