How to create multiple incidents from one inbound email

[Sharon24]

Hi all,

I'm required to create multiple tickets assigned to different groups from a single inbound email, how would I do that? Thank you

Regards,

Sharon

[Sohail Khilji]

Hi Sharon,

For this you need to use a script by using initialize() & insert() to create multiple tickets and assign them to different group. If you want me to be specific you need to expand your question in a brief way !

Thanks,

Kindly Mark CORRECT/HELPFUL if it addresses your concern...

LinkedIn - Sohail Khilji MF 

[Sharon24]

Hi Sohail,

Thank you for responding my question. Yes if you could be specific about the solution that would be very great! I want the inbound email with subject line 'System reports' to be create Incident tickets in the 3 groups named System, Tech, Applications.

Thank you

Regards,

Sharon

[Sohail Khilji]

Try something like this :

var Inc1 = new GlideRecord('incident');
inc1.initalize();
current.caller_id = gs.getUserID();
current.short_description = email.subject;
if (email.body.assign != undefined){
current.assigned_group = 'System'; //generally sys_id of group system via sys_properties
}
inc1.insert();

var Inc2 = new GlideRecord('incident');
inc2.initalize();
current.caller_id = gs.getUserID();
current.short_description = email.subject;
if (email.body.assign != undefined){
current.assigned_group = 'Tech'; //generally sys_id of group tech via sys_properties
}
inc2.insert();

var Inc3 = new GlideRecord('incident');
inc3.initalize();
current.caller_id = gs.getUserID();
current.short_description = email.subject;
if (email.body.assign != undefined){
current.assigned_group = 'application'; //generally sys_id of group application via sys_properties
}
inc3.insert();

Thanks,

Kindly Mark CORRECT/HELPFUL if it addresses your concern...

LinkedIn - Sohail Khilji MF 

[Sharon24]

Thanks so much Sohail, but it seems it didn't work for me when I place the script in the "Inbound Email Actions" form, is it the correct place that needs to be run on? Thanks

Regards

Sharon