Inbound Action attachment

[mohanambalnanja]

Hi All,

I am trying to add attachment in Inbound action. 

When the emails comes first, it creating an incident and adding an attachment from the email.

We have a condition, if there is an existing ticket for the same email, then we just need to update email body in the work notes and add attachment in the existing incident.

As per the below code its checking for the existing ticket, if it is found updating work notes with the email body. 

Please let me know if there is any out of the box function to add the attachment in existing ticket .

If not, I need to glide Attachment table and update the table sys ID and table name as per my condition. 

 var mailBody = email.body_text.toString();

 var checkINC = new GlideRecord('incident');

 checkINC.addEncodedQuery('incident_stateNOT IN6,7');

 checkINC.addQuery('u_deduplication_key',email.subject);

 checkINC.query();

 if (checkINC.next())

 {

     // Existing ticket found, update it

     checkINC.work_notes = mailBody;

     checkINC.update();

 }

Thanks in advance.

[Voona Rohila · Accepted solution]

Hi @mohanambalnanja 

You can use GlideSysAttachment Copy method.

Refer GlideSysAttachment Copy

 var mailBody = email.body_text.toString();
    var checkINC = new GlideRecord('incident');

    checkINC.addEncodedQuery('incident_stateNOT IN6,7');
    checkINC.addQuery('u_deduplication_key', email.subject);
    checkINC.query();

    if (checkINC.next()) {
        // Existing ticket found, update it
        new GlideSysAttachment().copy('sys_email', sys_email.sys_id, 'incident', checkINC.sys_id);
        checkINC.work_notes = mailBody;
        checkINC.update();

    }

[mohanambalnanja]

@Voona Rohila ,

Thank you very much. It worked.