if sender is abel tuter@service now.com, create the incident ticket with contents of the email. create incident ticket to technical group with short description software issue and create another incident ticket for cmdb group with short description w

[Mandhula Harish]

For example:-

if sender is abel tuter@service now.com, create two incident tickets with contents of the email and assign to two different assignment groups.

create incident ticket to

1. Technical group with short description as "software issue"     and

2. create another incident ticket for cmdb group with short description as "windows server".

[Imran Ahmad1]

Hii Mandhula,

Try this code its very simple and 100% working and tested by me:-

Create Inbound Email Action.

In Action tab paste this code and change the sys_id to your required group.

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
    
    
var group = ["019ad92ec7230010393d265c95c260dd","0a52d3dcd7011200f2d224837e6103f2"]; // Instead of passing sys_id in code try to create system properties and call it in array name is group its good pratice and recommended by servicenow.
    
    var short_description = ["software issue","windows server"];
    var j = 0;
    for(var i = 0 ; i<= group.length-1;i++){        
        
    var gr = new GlideRecord("incident");
    gr.intialize();
    gr.assignment_group = group[i];
    gr.short_description = short_description[j];
        gr.description = email.body_text;
            gr.insert();
        j=j+1;
    
        }
    

})(current, event, email, logger, classifier);

If you are testing from PDI then copy your instance number like: dev98098@servicenowdevelopers.com

But the email Id your are using for testing that email ID should be email of Abel Tuter edit it from sys_user tale.

Regards,

Imran Ahmad

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[Imran Ahmad1 · Accepted solution]

Hii @Mandhula Harish,

You can also try this code to achieve your requirement, It's easy to understand the logic and Tested by me:-

create Inbound Email Action

In Action tab copy and paste below code and change sys id as per your business requirement.

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
    
    
var group = ["019ad92ec7230010393d265c95c260dd","0a52d3dcd7011200f2d224837e6103f2"]; // Instead of passing sys_id in code try to create system properties and call it in array name is group its good pratice and recommended by servicenow.
    
    var short_description = ["software issue","windows server"];
    var j = 0;
    for(var i = 0 ; i<= group.length-1;i++){        
        
    var gr = new GlideRecord("incident");
    gr.intialize();
    gr.assignment_group = group[i];
    gr.short_description = short_description[j];
        gr.description = email.body_text;
            gr.insert();
        j=j+1;
    
        }
    

})(current, event, email, logger, classifier);

Regards,

Imran Ahmad

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