Inbound Action on Incident Resolution

MichaelW · ‎01-16-2019

Hi,

We have a rule in place that when an Incident is resolved it fires off an email to the caller asking them to accept or reject the resolution. This side of things works fine and when that hit the links that creates an email response the systems updates the incident with the response. I can't however get it to alter the state. Any suggestions on what i'm doing wrong? Here is my current code.

gs.include('validators');

if (current.getTableName() == "incident") {

var gr = current;

if (email.subject.toLowerCase().indexOf("reject") >= 0 && gr.state==6) {
gs.log("Michael : reopen INC");
gr = new Incident().reopen(gr, email) || gr;
gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
gr.state = 1; // Set state to new
} else if (email.subject.toLowerCase().indexOf("accept") >= 0 && gr.state==6){
gr.comments = "Resolution accepted. Incident closed";
gr.state =7; // Set state to Closed
}

gr.update();
}

Community Alums · ‎01-21-2019

May I ask why or where did you got "gr = new Incident().reopen(gr, email) || gr;"?

That is the OOTB inbound action for the incidents:

gs.include('validators');

if (current.getTableName() == "incident") {
	current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
	
	if (gs.hasRole("itil")) {
		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;
	}
	
	current.update();
}

To accept/reject a resolution you have 3 options: read subject, read body or read both. The best option is the 3rd. The following example is available in the CSM module as "Update Case via AcceptReject". You can use add validators check if you want, it allows you to validate the data coming in when you script is looking for input. Things like isNumeric, or isInteger or containsOnlyChars.

if (current.state == 6) {
	var subject = email.subject.trim().toLowerCase();
	if(subject.indexOf("reject") === 0){
		current.state = 10;
	}else if(subject.indexOf("accept") === 0){
		current.state = 3;
	}
	current.update();
}

Going a little bit further..

if (current.state == 6) { 
  var lines = email.body_text.split('\n');
  var firstword = "";
  if (lines.length > 0)
    firstword = lines[0].replace(/^\s+|\s+$/g, '');
  firstline = firstword.toLowerCase();
  
  if (firstline) {

    // Accept solution
    if (firstline.indexOf("accept") == 0) {
      current.state = 7;
      current.comments = 'Solution acccepted by: ' + email.from + '\n\n' + 'Close notes: ' + current.close_notes;
    }    
    // Reject solution
    else if (firstline.indexOf("reject") == 0) {
      current.comments = 'Solution rejected by: ' + email.from + '\n\n' + 'Close notes: ' + current.close_notes;
      current.state = 1; // Updated case to "New"
      current.close_notes = '';
    }
    // Receive comment
    else {
      current.comments = 'Comment received by: ' + email.from + '\n\n' + 'Close notes: ' + current.close_notes;
      current.state = 1; // Updated case to "New"
      current.close_notes = '';
    }
  }

current.update();
}

Thank you,

Raf

View solution in original post

SanjivMeher · ‎01-16-2019

Try this

gs.include('validators');

if (current.getTableName() == "incident") {

if (email.subject.toLowerCase().indexOf("reject") >= 0 &&current.state==6) {
gs.log("Michael : reopen INC");
current = new Incident().reopen(current, email) ||current;
current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
current.state = 1; // Set state to new
} else if (email.subject.toLowerCase().indexOf("accept") >= 0 &&current.state==6){
current.comments = "Resolution accepted. Incident closed";
current.state =7; // Set state to Closed
}

current.update();
}

Please mark this response as correct or helpful if it assisted you with your question.

MichaelW · ‎01-16-2019

I've tried that combo already and didn't work either.

MichaelW · ‎01-16-2019

Had tried similar with no luck but tried above and still the same.

Thanks

asifnoor · ‎01-16-2019

Hello Michael

Try this code. Current already points to the current record, so you don't need to set it again.

gs.include('validators');

if (current.getTableName() == "incident") {
if (email.subject.toLowerCase().indexOf("reject") >= 0 && gr.state==6) {
gs.log("Michael : reopen INC");
//gr = new Incident().reopen(gr, email) || gr;
current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
current.state = 1; // Set state to new\

current.update();
} else if (email.subject.toLowerCase().indexOf("accept") >= 0 && gr.state==6){
current.comments = "Resolution accepted. Incident closed";
current.state =7; // Set state to Closed
current.update();

}

}

Kindly mark my answer as correct if this works.