Hi,
We have updated inbound script with the working code (script given below), surprisingly servicenow creating two incidents with the same incident number. Not sure how can this be possible to have the same incident tickets in service now. Here attached screenshot of tickets which got created twice every time we receive Inbound email.
First incident shown in image suppose to be correct one bebcause inboud email received with some subject. But second incident pointned in image not suppose to be created, even then it has no subject in it.
Could you please point to me if there is anything wrong with script.
(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
var res = email.subject.split("] [");
assignment_group_pick = res[1];//group
if (assignment_group_pick == "DB group") {
current.assignment_group.setDisplayValue("DB group1");
}
else {
current.assignment_group.setDisplayValue("DB group2");
}
res_reg_loc = res[2].split('|');
res_reg = res_reg_loc[0].trim();
if (res_reg == "region") {
current.u_region = "KR";
} else {
current.u_region = res_reg;
}
var location = res_reg_loc[1].trim();
current.location.setDisplayValue(location);
var res_ci_in = email.subject;
var reg_loc = "|" + location + "]";
var after_loc_split = res_ci_in.split(reg_loc);
var res_test = after_loc_split[1].trim();
var regex_check = res_test.match(/\[(.*?)\].*/);
var ci_complete_name = regex_check[1].trim();
var ci = new GlideRecord('cmdb_ci');
ci.addQuery('name', ci_complete_name);
ci.query();
if (ci.next()) {
current.cmdb_ci.setDisplayValue(ci_complete_name);
} else {
char_look_for_sub = '.::]:: ';
char_look_for = char_look_for_sub.split("::");
start_char_pos = 0;
end_char_pos = 0;
var res_ci_in1 = email.subject;
var res_ci = res_ci_in1.split(reg_loc)[1];
var ci_sub_str_char = res_ci.substr(2, res_ci.length);
var i = 0;
for (i = 0; i < ci_sub_str_char.length; i++) {
if ((ci_sub_str_char[i] == char_look_for[0]) || (ci_sub_str_char[i] == char_look_for[1]) || (ci_sub_str_char[i] == char_look_for[2])) {
end_char_pos = i;
break;
}
}
var ci2 = ci_sub_str_char.substr(start_char_pos, end_char_pos);
current.cmdb_ci.setDisplayValue(ci2);
}
current.insert();
})(current, event, email, logger, classifier);
