Hi @kalakaramad_20
Yes, that's for inbound action only-
(function runMailScript(email, template, table, record) {
var inc = parseIncidentNumber(email.body);
var emailBody = email.body_text; // Assuming plain text email
var incGR = new GlideRecord('incident');
if (incGR.get('number', inc)) {
incGR.comments = "Client reply:\n" + emailBody;
incGR.update();
sendEmailToIncident(incGR.sys_id, emailBody);
} else {
// Your existing inbound action logic here
var case_state = current.state;
if (current.state == 500) {
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) {
if(firstline.indexOf("reject") == 0)
current.state = 2; // Set the state to 10 (assuming this means "rejected")
else if(firstline.indexOf("accept") == 0)
current.state = 6;
}
}
if (current.getTableName() == 'sn_customerservice_case') {
current.comments = current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
}
else if (current.u_on_hold_reason_1 == 1) {
current.state = 2;
}
else if (current.state == 200) {
current.state = 2;
}
else {
current.sys_updated_on = "";
}
current.update();
}
})(email, template, table, record);
function parseIncidentNumber(emailBody) {
// Logic to parse incident number from email body
// Return incident number
}
function sendEmailToIncident(incidentSysId, emailBody) {
// Logic to send email copy to associated incident
}
Please mark my answer helpful and correct.
Regards,
Amit
