Hello,
I created an Inbound Email Action with the intent to create an Incident ticket AND have it automatically assigned to Assignment Group: SN_AG_WL_CFS_CM when an email gets sent to a specific email address. However, it is not being assigned correctly. Can someone please help me understand.
This is my When to run condition:
These are my Actions:
current.caller_id = gs.getUserID();
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;
current.category = "network";
current.subcategory = "wireless";
current.incident_state = IncidentState.NEW;
current.notify = 2;
current.contact_type = "email";
current.description = email.body_text;
//Assign all incidents processed by this DL to SN_AG_WL_CFS_CM
var group = new GlideRecord("sys_user_group");
group.addQuery("name","SN_AG_WL_CFS_CM");
group.query();
if(group.next())
{
current.assignment_group=group.sys_id;
}
if (email.importance != undefined) {
if (email.importance.toLowerCase() == "high") {
current.impact = 4;
current.urgency = 3;
}
}
current.insert();
Assignment Lookup Rules against the table could be causing the issue. They are typically designed to auto assign Incident based on Category and/or Subcategory. I would definitely check there and make sure you don't currently have an Assignment Lookup Rules automatically assigning Incidents when they go to the Network category and/or Wireless subcategory.
