I am working on an inbound action where we have to capture the vendor's response and action accordingly.
1) If the email subject does not contain our INC####### - Create a new incident
2) If the email subject contains our INC####### - Then update it and do not create a new incident.
With the following script, an Incident is found and comments are added but at the same time, a new incident is getting created. Any suggestions or assistance with this issue will be appreciated.
Inbound action:
Script:
(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
gs.include('validators');
if (current.getTableName() == "incident") {
//This gets you the INC number similar code can be used to get the ref number in your case.
var index = email.subject.indexOf("INC");
var incNumber = email.subject.substring(index, index + 10);
gs.log(incNumber, 'testFound');
var gr = new GlideRecord('incident');
gr.addQuery('number', incNumber);
gr.query();
if (gr.next()) {
gr.work_notes = "reply from: " + email.origemail + "\n\n" + email.body_text;
gr.update();
} else {
// If existing incident not found create new incident
gs.log(incNumber, 'testCreated');
current.description = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;
current.work_notes = "received from (create action): " + email.origemail + "\n\n" + email.body_text;
current.state = "1";
current.caller_id = "1656acec870575508a267556cebb353c";
current.contact_type = "email";
//var emailPriority = email.body_text.indexOf("Priority: ");
//Low
if (email.body_text.indexOf("Priority: Low") > 0) {
current.impact = 3;
current.urgency = 2;
}
//Medium
else if (email.body_text.indexOf("Priority: Medium") > 0) {
current.impact = 2;
current.urgency = 2;
}
//High
else if (email.body_text.indexOf("Priority: High") > 0) {
current.impact = 2;
current.urgency = 1;
}
//Urgent
else if (email.body_text.indexOf("Priority: Urgent") > 0) {
current.impact = 1;
current.urgency = 1;
}
current.insert();
}
}
event.state = "stop_processing";
})(current, event, email, logger, classifier);
Thanks in advance
