How to update a record in inbound email actions?

[peterraeves]

We are creating an event system through email.

The email looks like this:

- Subject: <text>_SerialNumber_<text>

- Body: <Text that will trigger condition>

The inbound action will trigger on the body, and get the serial number from the subject. So far so good. Though we only want to have 1 incident open per CI with the given serial number. So if a new email comes in with a serial number, that has already an open incident, it should be updated. How should the inbound action look like?

First we tried:

var incident = new GlideRecord('incident');
incident.addQuery('cmdb_ci.serial_number', serial);
incident.addQuery('active', true);
incident.addQuery('contact_type', 'Automated Event');
incident.query();
if (incident.next()) {
   incident.work_notes = email.body_text;
   incident.update();
} else {
   current.work_notes = email.body_text;
   current.insert();
}

With this, it worked, though the attachments were not added, because we did not update the current object. So we tried:

var incident = new GlideRecord('incident');
incident.addQuery('cmdb_ci.serial_number', serial);
incident.addQuery('active', true);
incident.addQuery('contact_type', 'Automated Event');
incident.query();
if (incident.next()) {
   current.get(incident.getUniqueValue());
   current.work_notes = email.body_text;
   current.update();
} else {
   current.work_notes = email.body_text;
   current.insert();
}

Now, the Target is set correctly and the attachments are transferred from the email to the incident, but the work notes are not added and we see the error:

java.sql.SQLIntegrityConstraintViolationException: Duplicate entry '5a4376cc376307401517ab2943990e29' for key 'PRIMARY':

So, how should I create an inbound action with type 'New', that updates a record and is able to transfer attachments?

[Deepak Ingale1]

Hi Peter,

current.update() in your case is trying to insert the new record with existing sys_id via expression current.get(incident.getUniqueValue())

Note : You can create record using current.update() as well. For database, insert is kind of update operation.

I think what you requires is to get the attachments from email record and copy those to incident record using GlideSysAttachment() api.

You can access the sys_id of incoming email via sys_email.sys_id. Then get the email record. find associated attachments if any, and copy those to incident record.

The sys_email variable

[peterraeves]

But then the Target field is not set on the email if I do not update the current object

[Deepak Ingale1]

If Target field is not set, what impact will it create? I think its nothing. Then we should be fine.

[peterraeves]

To me, it means we are not using the system how we should. So we might be missing out on some behind-the-scenes-functionality. But yeah, I suppose it would only impact the admins. We aren't that important anyway