Auto Assigning incident to based on recipient email address inbound action script

[sreenisola]

Hello All,

I am trying to assign the incident to assignment group based on the receipient email address. 

we have setup like users sent email to lets say abc@domain.com which creates the incidents based on imap/smtp and inbound actions script. Incident getting created but its not assigning to automatically to assignment group (AssignmentGroup1)

my inbound action script is like below.

// Note: current.opened_by is already set to the first UserID that matches the From: email address

var assignmentGroup = determineAssignmentGroup(recipientEmail);

var recipientEmail = email.original_recipient;

current.caller_id = gs.getUserID();

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

current.description = email.body_text;

current.short_description = email.subject;

current.watch_list = current.watch_list + ',' + email.copied;

current.category = "NEW";

current.incident_state = IncidentState.NEW;

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.impact = 1;

current.urgency = 1;

   }

}

if (assignmentGroup) {

    current.assignment_group = assignmentGroup;

} else {

       gs.log("No assignment group found for incident received via email from: " + recipientEmail);

   }

function determineAssignmentGroup(emailAddress) {

    if (emailAddress.indexOf('abc@domain.com') !== -1) {

        return 'AssignmentGroup1'; // Assign to the Example Assignment Group

    } else {

        return null; // Return null if no assignment group found

    }}

current.insert();

[SanjivMeher · Accepted solution]

Fix below script

var recipientEmail = email.origemail;

var assignmentGroup = determineAssignmentGroup(recipientEmail);

Also instead of AssignmentGroup1, you need to use the sysid of the assignment group.

[SanjivMeher · Accepted solution]

Fix below script

var recipientEmail = email.origemail;

var assignmentGroup = determineAssignmentGroup(recipientEmail);

Also instead of AssignmentGroup1, you need to use the sysid of the assignment group.

[Pratiksha Kalam]

Hi,

pls check autoassign case 

If my answer is helpful pls mark helpful and correct!

Thank You!

Br,

pratiksha.k

[Subhashis Ratna · Accepted solution]

Hi @sreenisola 

I have updated the OOTB code , you can try this logic to full fill your requirement .

Inbound Action Code :

//	Note: current.opened_by is already set to the first UserID that matches the From: email address
//var recipientEmail = email.from;    //Option 1
//var recipientEmail = email.direct; //Option 2
var recipientEmail = email.origemail;
var assignmentGroup = determineAssignmentGroup(recipientEmail);

current.caller_id = gs.getUserID();
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;
current.category = "inquiry";
current.incident_state = IncidentState.NEW;
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.impact = 1;
        current.urgency = 1;
    }
}
if (assignmentGroup) {
    current.assignment_group = assignmentGroup;
} else {
    gs.log("No assignment group found for incident received via email from: " + recipientEmail);
}

function determineAssignmentGroup(emailAddress) {
    if (emailAddress.toLowerCase().indexOf('abc@domain.com') > -1) {
        return 'sys_id_of_Assignment_group';
    } else {
        return false;
    }
}
//if (current.canCreate())
current.insert();

If this solution resolves your query, kindly mark it as the accepted solution and give it a thumbs up.

Thanks,
Subhashis Ratna

[sreenisola]

I tried with single email it working. but where as same with multiple IDs it not working , am I doing something wrong here. 

function determineAssignmentGroup(emailAddress) {

    if (emailAddress.indexOf('def@domain.com') !== -1) {

        return '2383001387450510f8e7ec2343435ac';

    } else if (emailAddress.indexOf('abc@domain.com') !== -1) {

        return '1383001387450510f8e7ec683cbb35ac';

    } else {

        return false;

    }

}