How to create incident from report

[JBrennan]

Hi All,

Was hoping somebody would be able to help...

I am trying to create an incident from a scheduled report however as the report has a message-ID, I recieve the error "Email contains the same Message-ID as a previous sent email, preventing loop by setting it to 'Ignored' state".

I'm guessing I can create a custom inbound email rule rule, somthing similar to the below, but was wondering if there was either something out of the box that I can do and/or how other people have solved this problem (if at all)?

if(email.subject.toLowerCase().indexOf('SUBUNIQUETEXT')>=0){

      ignoreRecipient = false;

}

[kopp820]

Hi Jeremy,

Are you sending the scheduled report back to your ServiceNow instance (is the recipient of the scheduled report yourinstancename@servicenow.com)?

[Jamie_douglas]

Jeremy, is it your new inbound action that is giving you the error message or is it another inbound action? Your email may match the condition on another inbound action with a lower order and that action may be stopping it from progressing. Maybe give your inbound action a lower order (maybe the lowest of all your inbound actions) so that it is the first rule fired!

[JBrennan]

Hi Kailey,

Yes the schedule report is set to send email to exactly that.

Hi Jamie,

I havent created a new inbound action as yet. I take your point about ordering but cant see where it is set to ignore inbound emails with an existing message ID??

[Jamie_douglas]

Hi Jeremy,

I have had a look in the wiki and yes I can only find info about omitting watermarks from email notifications and not scheduled reports.

From what I gather your email is being treated as a reply and ignored as the watermark is found in the system. Maybe you need to set up an inbound action that has a "type" set as "Reply" - Then let this inbound action create an incident for you. If this doesnt work then maybe if you could let us know what you are trying to achieve we could assist further.

Im thinking if you want to create an incident with the report attached then you could use a scheduled script to (1) fire the scheduled report, (2) catch the uid of that outbound email, (3) grab the attachment from it, then (4) create and incident with that attachment.. just a thought if the reply inbound action doesn't work.