Advanced Email Handling in ServiceNow
Learn about email processing in ServiceNow, including managing email accounts, watermarking, and email object examples. Understand how to match incoming emails with existing records and set up email handling rules effectively.
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Presentation Transcript
Inbound Email Action AUTHOR: RAJALAKSHMI ACCOUNT: TRAVELPORT
Email Accounts Email Accounts: ServiceNow POP3 ServiceNow SMTP How to get the email id of the Instance Email accounts ServiceNow SMTP User Name Email Diagnostics ServiceNow SMTP User Name
Watermark / Record Number If an inbound message is recognized as a reply or forward ServiceNow attempts to match the incoming email with an existing record by looking for a unique watermark in the subject line or message body. By default, watermarks are inserted as the last line of outbound messages. If no Watermark is found, ServiceNow searches the Subject and body of a record number
EMAIL OBJECTS User ID: gs.getUserID() EMAIL.SUBJECT: email.subject EMAIL.ORIGEMAIL: email.origemail EMAIL.BODYTEXT: email.body_text EMAIL.BODY.ASSIGN: email.body.assign EMAIL.IMPORTANCE: email.importance
EMAIL OBJECTS Example User ID: gs.getUserID() Caller/Requested For: Updated using the email id of the user EMAIL.SUBJECT: Background: Javascript Array Sort EMAIL.ORIGEMAIL: Rajalakshmi.Rathinasabhapathy@travelport.com EMAIL.BODYTEXT: Need an incident, Server crashed EMAIL.BODY.ASSIGN: Assign: admin EMAIL.IMPORTANCE: high , low
Example Type NEW (function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) { current.u_owned_by = gs.getUserID(); current.comments = "Received from: " + email.origemail + "\n\n" + email.body_text; current.script = email.body_text; if (email.body.assign != undefined) current.u_owned_by = email.body.assign; gs.log("User ID: " + gs.getUserID() + "\n EMAIL.SUBJECT: "+email.subject+"\n EMAIL.ORIGEMAIL: " + email.origemail + "\n EMAIL.BODYTEXT: " + email.body_text + "\n EMAIL.BODY.ASSIGN: " + email.body_assign + "\n EMAIL.IMPORTANCE: " + email.importance); current.insert(); })(current, event, email, logger, classifier);
(function runAction( current, event, email, logger, classifier) { current.u_owned_by = gs.getUserID(); current.add_comments = "Received from: " + email.origemail + "\n"+ email.body_text; var scriptText = email.body_text; var new_scriptText = scriptText.substring(0,scriptText.lastIndexOf("Thanks")); var new_scriptWA = ''; if(new_scriptText.indexOf('Assign:')==0) { new_scriptWA = new_scriptText.substring(new_scriptText.indexOf("\n") + 1) ; current.script = new_scriptWA; } else { current.script = new_scriptText; } current.short_description = email.subject; if (email.body.assign != undefined) current.u_owned_by = email.body.assign; if (email.importance != undefined) { if (email.importance.toLowerCase() == "high") current.important = true; } current.insert(); })(current, event, email, logger, classifier);
Example Type REPLY (function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) { // Implement email action here current.script+='\n'+' Email reply is processed'; current.add_comments = "Updated recently by the Reply Email \n"+"Received from: " + email.origemail + "\n"+ email.body_text; current.update(); })(current, event, email, logger, classifier);
Email Retention You can archive and eventually destroy email messages that you no longer need or if your Email table is excessively large. Plugins Required: Data Archiving Email Retention Archiving means moving records from the Email [sys_email] table to the Archive Email [ar_sys_email] table when they exceed the archive rule time limit. Destroying means deleting records in the Archive Email table when they exceed the destroy rule time limit. System Archiving Archive Rules
