Assignment Group on Incident form not populating?

[steele2]

Hello,

I need to populate the assignment group field in the incident form by using either BR, assignment rule or an inbound email action based on the callers location as I assign a different group based on location. Nothing I have tried is populating this field.

I have tried every approach and I had it working and now it no longer works.

Here is what I tried for assignment rule

  if (current.caller_id.city   == "Cincinnati")

      current.assignment_group.setDisplayValue("Local Services - Cincinnati");

else   if (current.caller_id.city == "Columbus")

      current.assignment_group.setDisplayValue("Local Services - Columbus");

else   if (current.caller_id.city == "Cleveland")

      current.assignment_group.setDisplayValue("Local Services - Cleveland");

else   if (current.caller_id.city == "Dayton")

      current.assignment_group.setDisplayValue("Local Services - Dayton");

else   if (current.caller_id.city == "Chicago")

      current.assignment_group.setDisplayValue("Local Services - Chicago");

else   if (current.caller_id.city == "Indianapolis")

      current.assignment_group.setDisplayValue("Local Services - Indianapolis");

else   {

      current.assignment_group.setDisplayValue("Enterprise Customer Support");

}

TABLE: Incident

Conditions: Category = IT - Helpdesk

                                  Contact Type =   Email

Does not populate assignment rule

-------------------------------------------------------------------------------------------

Inbound Email Action I tried:

if(email.recipients.indexOf('onboardingtest@mycompanyemail.com') > - 1){

  gs.log('Create new incident');

  gs.log('gr.caller_id.email ' + current.caller_id.email);

  gs.log('email from ' + email.from);

    var gr = new GlideRecord('sys_user');

      gr.addQuery('email', email.from);

      gr.query();

      if (gr.next()) {

          // It's a user

          // It's a user

  current.caller_id = email.from;

  current.description = email.body_text;

  current.short_description = email.subject;

  current.caller_id.city = email.from.city;

  current.category = "IT - Helpdesk";

      current.incident_state = 1;

      current.contact_type = "email";

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

  var ag = current.caller_id.city;

        ag = String(ag);

  gs.log(" AG is ? "+ ag );

  switch(ag){

  case 'Cincinnati':

  var c = 'Local Services - Cincinnati';

  assignment_group = c;

  current.assignment_group = 'c370fe4537145280dc1ca6d2b3990e4a';

  gs.eventQueue('new_call.alert.localcincy', current,gs.getUserID(),gs.getUserName());

  break;

  case 'Chicago': var c ='Local Services - Chicago';

  current.assignment_group = c;

  gs.eventQueue('new_call.alert.localchicago', current,gs.getUserID(),gs.getUserName());

  break;

  case 'Columbus': var c ='Local Services - Columbus';

  current.assignment_group = c;

  gs.eventQueue('new_call.alert.localcolumbus', current,gs.getUserID(),gs.getUserName());

  break;

  case 'Cleveland': var c ='Local Services - Cleveland';

  current.assignment_group = c;

  gs.eventQueue('new_call.alert.localcleveland', current,gs.getUserID(),gs.getUserName());

  break;

  case 'Dayton': var c ='Local Services - Dayton';

  current.assignment_group = c;

  gs.eventQueue('new_call.alert.localdayton', current,gs.getUserID(),gs.getUserName());

  break;

  case 'Indianapolis': var c ='Local Services - Indianapolis';

  current.assignment_group = c;

  gs.eventQueue('new_call.alert.localindy', current,gs.getUserID(),gs.getUserName());

  break;

  default: var c ='Enterprise Customer Support';

  current.assignment_group = c;

  gs.eventQueue('new_call.alert.enterprisesupport', current,gs.getUserID(),gs.getUserName());

  }

//current.category = "request";

current.state = 1;

//current.notify = 2;

current.contact_type = "email";

if (email.body.assign != undefined)

    current.assigned_to = email.body.assign;

if (email.body.priority != undefined)

    current.priority = email.body.priority;

current.insert();

          }else{

  current.description = '---Warning, This caller was not recognized. Dumping email data below:     ---     ' + ' Recipients of this email: ' + email.recipients + '         ' + ' Email Body: ' + email.body_text;

  current.short_description = email.subject;

      var c ='Enterprise Customer Support';

  current.u_assignment_group = c;

  gs.eventQueue('new_call.alert.enterprisesupport', current,gs.getUserID(),gs.getUserName());

  current.insert();

  }

//ASSIGNMENT RULE

//current.category = "request";

current.state = 1;

//current.notify = 2;

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;

  gs.log('email recipients:' + email.recipients);

    }

  gs.log('email recipients:' + email.recipients);

gs.log('end of create incident inbound action');

current.update();

}

I would appreciate any help!

Thank You,

Steele

[steele2]

Note: I changed the inbound action so it is not trying to assign an assignment group.

[steele2]

I've figured out that

current.caller_id.city     is undefined in my inbound email action and that is causing all my issues and causing me to have to try and workaround it.

I can confirm the user has a city and this code has worked before. I am confused on why current.caller_id.city is coming up undefined on the incident table.

Steele

[steele2 · Accepted solution]

Adding this to my Inbound email action solved all my issues

current.caller_id = gr.sys_id;

current.caller_id.city = gr.city;