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.

[sreenisola]

if its more than one email id in loop its not working.

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;

    }

}

[sreenisola]

The code worked when using sys_ID but another problem I am facing is now whatever may be the recipient email address the incident getting assigned to same assignment group mentioned in code. Pls suggest what can wrong here in the code 

[manumanoj]

Hi @Subhashis Ratna  can you please suggest based on recipient To auto assign to assigned to

[Subhashis Ratna]

Hi @manumanoj 

Could you please share your code with me? Once I review it, I'll be able to provide you with a response along with any necessary code adjustments.

Thanks
Subhashis Ratna

[manumanoj]

Hi @Subhashis Ratna Here in body say that @xyz  it auto in recipient to  assign to assigned to

var recipientEmail = email.origemail;

var assignee = determineAssignee(recipientEmail);

gs.log("Recipient email: " + recipientEmail);

if (email.body.assign != undefined) {

    current.assigned_to = email.body.assign;

    gs.log("Assigned to from email body: " + email.body.assign);

} else {

    gs.log("No 'assign' field found in email body.");

}

if (assignee) {

    current.assigned_to = assignee;

    gs.log("Assigned to from recipient email: " + assignee);

} else {

    gs.log("No assignee found via email from: " + recipientEmail);

}

if (!current.assigned_to) {

    gs.log("Error: 'assigned_to' field is still empty.");

} else {

    gs.log("'assigned_to' field is set to: " + current.assigned_to);

}