How to create multiple incidents through inbound with multiple recepients?

[Nagashree5]

Hi all,

We have 5 emails from different regions.

• assist@reg1.com - Assistreg1 group
• assist@reg2.com - Assistreg2 group
• assist@reg3.com - Assistreg3 group
• assist@reg4.com - Assistreg4group
• assist@reg5.com - Assistreg5 group

For all these mailboxes, we have different assignment groups as well. All the emails auto forwarding is set to ServiceNow. Suppose if a user sends an email to assist@reg1.com then the incident needs to be assigned to Assistreg1 group and if it is send to assist@reg2.com then it needs to be assigned to  Assistreg2 group and so on.

Now, if a user sends an email to the above 2(assist1 and assist 2)  mail boxes, then 2 incidents should get created to assist1 and assist2 groups. I'm trying to achieve this, Can anyone please guide me on this.

[mattfollowell]

The recipients list is just a comma delimited string. So you can convert that to an array, then loop through the array and create an incident per record like so:

var direct = email.direct; // Assigns the to field, excludes cc field
var groups = direct.split(","); //Convert list of recipients to an array
for(var group in groups) {
    var gl = new GlideRecord("sys_user_group");
    gl.addEncodedQuery('email=' + group);
    gl.query();
    if(gl.next()){
        current.assignment_group = gl.sys_id;
        /* 
        Fill in the rest of the fields for your record.
        */
        current.insert();
    }
}

[SanjivMeher]

You should have email rerouting instead of email forwarding, so that an fw is not added to the emails and you know the origin of the email.

Now you need an inbound action if you dont have one already. 

Get the email.recipients and split them. For the first one do current.insert(). for the rest of the emails do a GlideRecord and do insert.