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]

Unfortunately Incident didn't get created and same error comes in the log.

Here is modified script:

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');
current.insert();

function findContactPhone(subjectLine){

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

}

[Ankur Bawiskar]

Hi,

the regular expression works fine for me

please don't use function call

use this

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}/);

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

current.contact_type = 'Callback';
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]

Not sure what is going wrong but something with the phone number.

The updated script gave same message, hence i tried adding logs, even logs didn't generated.

here is the script:

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}/);

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();

gs.log("Phone number from Inc inbound" +current.u_contact_phone_number);
gs.log("Phone number from array" +phoneNumber[0]);

[Ankur Bawiskar]

Hi,

what came in logs for this

Is the field name u_contact_phone_number correct?

gs.log("Phone number from array" +phoneNumber[0]);

Regards
Ankur

[Ankur Bawiskar]

Hi,

I tried in background script and it works well for me

var subjectLine = 'this is email subject phone number is +1-918-000-0000';

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

var phone = phoneNumber[0];

gs.info(phone);

Output:

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