did not create or update incident using current Issue

[Nikita35]

hello,

I have written two inbound actions on tables - incident and u_new_call

Please find the script( This is same for both only written on different tables )

current.short_description = 'Callback request submitted via Voicemail';
current.description = 'Please listen to the voicemail.\n\n' + email.body_text + '\n\n Once called change the log type to denote that follow up was made';
current.u_contact_phone_number = findContactPhone(email.subject);
current.contact_type = 'Callback';
current.assignment_group = new ScriptIncludeName().byPassingName('Group name'); // Script include and group name changed with Generic names
current.insert();

function findContactPhone(subjectLine){

var phoneNumber = /\d+/g.exec(subjectLine);
return phoneNumber.toString();
}

Both new call record and incident is not getting created giving below message:

ServiceDesk New Call Callback : did not create or update u_new_call using current

ServiceDesk New Incident Callback : did not create or update incident using current

How can i resolve this issue?

[Nikita35]

Ankur

Is it like if we didn't add phone number in subject, Incident will not get created?

I just added subject "test subject phone number +1-000-000-0000" and it worked all good.

but when I was adding subject "test subject" simply, it wasn't getting created

[Nikita35]

basically it should work even if user is not entering the phone number in the subject

[Nikita35]

Is it possible to make it work without adding any numbers in the subject?

Only after adding numbers in the subject "test12" "test 6789" Incident and new call is getting created but not on subject "Test subject"

[Ankur Bawiskar · Accepted solution]

Hi Nikita,

when match not found it returns null and hence breaking

we can handle this as below

current.short_description = 'Callback request submitted via Voicemail';
current.description = 'Please listen to the voicemail.\n\n' + email.body_text + '\n\n Once called change the log type to denote that follow up was made';

var subjectLine = email.subject;

var phoneNumber = subjectLine.match(/[+](1-)(\([0-9]{3}\)|[0-9]{3}-)[0-9]{3}-[0-9]{4}/);

// check if not null
if(phoneNumber!=null){

current.u_contact_phone_number = phoneNumber[0]; // using the 1st array element

}

current.contact_type = 'Callback';
current.assignment_group = current.assignment_group = new ScriptIncludeName().byPassingName('Group name');
current.insert();

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Nikita35]

Thank you so much Ankur 🙂 You are a star!