Hi @ADJARATOUT,
I have created the custom Inbound Email Action in my PDI. I'm sharing the script here, please try this and check it.
(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
//To get caller from email address
var caller = new GlideRecord('sys_user');
caller.addQuery('email',email.from);
caller.query();
if(!caller.next()){
gs.log("No matching user for email: " + email.from); //Caller not found, optionally log or assign default
}
//Create Incident
var inc = new GlideRecord('incident');
inc.initialize();
inc.short_description = email.subject || "No Subject";
inc.description = email.body_text || "No description provided";
//If caller was found, assign it
if(caller.isValidRecord()){
inc.caller_id = caller.sys_id;
}
//Set default values
inc.category = 'inquiry';
inc.impact = 3;
inc.urgency = 3;
var incidentID = inc.insert();
//gs.log("Incident created from email: " + incidentID);
})(current, event, email, logger, classifier);
If the provided solution is useful/working, please Accept as Solution and hit the Helpful.
Thanks & Regards,
Srikanth Akula.
