Assigning the tickets to groups from alerts

[Renu4]

Hello All,

I have a question regarding assigning the tickets based on the code in Subject line of the assignment group.

Situation: We have alerts coming from our firewall support team.

These are alert emails.In the subject line of the email we have the location names mentioned.

I want to extract these location codes and asign the tickets to the local Servicedesk.

Eg: if ticket is from india then assign it to it_servicedesk india

if it is china the IT_Servicedesk_China etc.

Now i have written an inbound email which creates a ticket but does not assign the ticket to the groups.

Help would be appreciated.

Thanks in advance,

Renu.

[Anirudh Pathak]

Hi @Renu4 ,

Can you share your code which you have tried?

Also an example of how the subject line looks?

[Renu4]

Hi Ani07,

the subject line image is attached below.

Inbound actions are here:

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

    current.caller_id = gs.getUserID();
    current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
    current.short_description = email.subject;
    current.state = IncidentState.NEW;
    current.urgency = 1;
    current.impact = 1;
    current.contact_type = "monitoring";

    if (email.body.assign != undefined)
        current.assigned_to = email.body.assign;
    if (email.importance != undefined) {
        if (email.importance.toLowerCase() == "high")
            current.priority = 1;
    }
    if (email.body.priority != undefined)
        current.priority = email.body.priority;
    current.insert();
    // 
})(current, event, email, logger, classifier);

[Sohail Khilji]

Hi @Renu4 ,

No were here you have used my logic ?

try this but you need to adjust the code to make it work on your instance,

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

    current.caller_id = gs.getUserID();
    current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
    current.short_description = email.subject;
    current.state = IncidentState.NEW;
    current.urgency = 1;
    current.impact = 1;
    current.contact_type = "monitoring";

    if (email.body.assign != undefined)
        current.assigned_to = email.body.assign;
    if (email.importance != undefined) {
        if (email.importance.toLowerCase() == "high")
            current.priority = 1;
    }
    if (email.body.priority != undefined)
        current.priority = email.body.priority;

////////////// here is my logic ///////////////////////
if((email.subject.indexOf('china') <= -1){

current.assignment_group = 'sys_id' // use sys_id of the group or call sys_properties 
} else if ((email.subject.indexOf('india') <= -1){

current.assignment_group = 'sys_id' // use sys_id of the group or call sys_properties 
} ((email.subject.indexOf('brazil') <= -1){

current.assignment_group = 'sys_id' // use sys_id of the group or call sys_properties 
}
////////////// here is my logic ///////////////////////



    current.insert();
    
})(current, event, email, logger, classifier);

[Renu4]

Hi Sohail,

i used the same logic but now the issue is if i give any location the mail is being triggered only to india sevicedesk.

i mean to say its not checking for the else if part of the code.

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

        current.caller_id = gs.getUserID();

        current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;

        current.short_description = email.subject;

        current.state = IncidentState.NEW;

        current.urgency = 1;

        current.impact = 1;

        current.contact_type = "email";

        if (email.body.assign != undefined)

            current.assigned_to = email.body.assign;

        if (email.importance != undefined) {

            if (email.importance.toLowerCase() == "high")

                current.priority = 1;

        }

        if (email.body.priority != undefined)

            current.priority = email.body.priority;

    if (email.subject.indexOf('nanjangud') <= -1) {

        current.assignment_group = '0fadf5281b0dc090a6fc62c7bd4bcb27' ;// use sys_id of the group or call sys_properties

    }

    else if (email.subject.indexOf('Shanghai') <= -1) {

            current.assignment_group = "b43eb9281b0dc090a6fc62c7bd4bcbe7" ;// use sys_id of the group or call sys_properties

        }

                current.insert();

        // })(current, event, email, logger, classifier);

the conditions are: