Question
Updating Inbound Email to an email flow in Contact Center with ServiceNow ticket info
We are trying to update the incoming email message with ServiceNow ticket number. When the email session is completed for the day and if the user reach back later, we parse the incoming email to serach for the INC1234567*****, and open the existing incident instead of creating a new incident. Is there a way to update the incoming message> I tried using this script, but it is not working.
async function main() {
const body = var_get()["global_system.Engagement.body"] + "<br><font size='1'>" + var_get()["global_custom.servicenow.incidentID"] + "*****</font>"
global_var_set("global_system.Engagement.body", body);
}