How to set incident priority from email body

[Alon Grod]

I need to search for text “p=” or “p= “ in the email body and populate the priority field accordingly.

If found(for example p=2), then we need to populate the same priority. If not found à default value “3 – Moderate”.

im trying to user this script, but its not working:

if (email.body.p != undefined) {
    if (email.body.p == "1" || email.body.p == "2" || email.body.p == "3" || email.body.p == "4" || email.body.p == "5") {
        current.priority = email.body.p;        
    }
} else {
        current.priority = 3;
}

current.insert(); // create new incident

Can anyone please help?

[MrMuhammad]

Hi,

Priority is driven by a priority look-up matrix that is based on urgency and impact. So I'd suggest you should be setting urgency and impact value in script and that will ultimately set the value of priority. 

Sample script would be something like this.

if (email.body.p == "1" ) {
        current.urgency = ""; //add the value of urgency
        current.impact = "";         
 } else if(email.body.p == "2" ) {
        current.urgency = "";
        current.impact = "";  
 } else if(email.body.p == "3" ) {
        current.urgency = "";
        current.impact = "";  
 } else if(email.body.p == "4" ) {
        current.urgency = "";
        current.impact = "";  
 } else if(email.body.p == "5" ) {
        current.urgency = "";
        current.impact = "";  
 } else {
     current.urgency = "3";
     current.impact = "3";  
}

current.insert();

Add impact and urgency value accordingly. 

In case for any reason you want to go for priority directly then try below

var priorityStr = email.body.p.toString();
if ( priorityStr == "1" || priorityStr  == "2" || priorityStr  == "3" || priorityStr  == "4" || priorityStr  == "5") {
        current.priority = priorityStr;        
} else {
        current.impact= "3";
        current.urgency= "3";
}

current.insert();

Regards,

Muhammad

[Alon Grod]

hi,

both answers are not working. In my email body, i tried to type all of these combinations:

p=4, p = 4, p = '4', p='4'.

but unfortunately it always sets the "if not found" value (in our case, p=3).

[Alon Grod]

both of them are not working.

[MrMuhammad]

@Alon Grod - 

Ah I think we are missing current.update(). Please use this inside if...else statements and see if it works.

Also, please log the value of email.body.priority to see what actually you are getting.

gs.info(email.body.p);