A script similar to this should do the trick:
(function(){
//look for the 3rd-party tool Incident
var gr = new GlideRecord("incident");
if (gr.get("correlation_id", email.subject)){
//found it so let's update the SN Incident
gr.comments = "We found it - here is the contents of the new email:\n" + email.body_text;
//...whatever else you want to update would go here
gr.update();
} else {
//did not find it so we need to create a new Incident
gr.newRecord();
gr.correlation_id = email.subject;
gr.correlation_display = "Name of 3rd-Party Tool";
gr.description = email.body_text;
//...whatever else you want to update would go here
gr.insert();
}
//now update the email record so it will show up in the record's activity formatter
sys_email.target_table = "incident";
sys_email.instance = gr.getValue("sys_id");
sys_email.update();
})();
Obviously things would need to be tweaked a bit to fit your use case, such as retrieving the 3rd-party's incident number, etc... I setup the Inbound Email Action with the following assumptions/criteria:
- the emails that come in are always new ones, not replies to a SN email, so they would never have a watermark in them
- the subject of the email contains only the 3rd-party tool's incident number
- the 3rd party tool's incident number is saved in the "correlation_id" field
- the emails are coming in from a particular user record or email address (I set mine to look for my user/email address)
- once this script is run, we can skip the other Inbound Email Actions ("Stop processing" is checked)
- set to run on the "Email [sys_email]" table so the "current" objet does not waste a new Incident number each time it is run
- set to run early ("Order" = 10)
- running on the Geneva version
This way the "integration" is neatly wrapped up in just 1 record.
