Inbound action - new email to update an existing ticket

[M_iA]

Hi, i know that an email that is classed as a new email is for just that, but i need the script to check to see if a ServiceNow number is contained and if so, to update the existing ticket rather than creating a new ticket.

The inbound action i created is flagged to stop processing after it runs and I can see that in the email log. However, I have added log statements in the script and none of them appear to get triggered.

The script I have so far is as follows and any help would be greatly appreciated:

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*EmailAction*/ email_action, /*GlideRecord*/ email_log, /*EmailClassifier*/ classifier) {
    // Extract the SN ID from the email body
    var emailBody = email.body_text;
    var snID = extractID(emailBody); // Implement this function to extract the SN ID

    if (snID) {
        var gr = new GlideRecord('sn_si_request');
        gr.addQuery('number', snID); 
        gr.query();

        if (gr.next()) {
            // Update the existing record
            gr.work_notes = emailBody;
            gr.update();
            gs.log('MiA Record updated for SN ID: ' + snID);
        } else {
            // Create a new record if no match is found
            current.short_description = email.subject;
            current.description = emailBody;
            current.insert();
            gs.log('MiA New record created for SN ID: ' + snID);
        }
    } else {
        gs.log('MiA No SN ID found in the email body.');
    }

    function extractID(body) {
        // Implement your logic to extract the SN ID from the email body
        var snIDPattern = /ServiceNow ID:\s*\[(\d+)\]/; // Example pattern, adjust as needed
        var match = body.match(snIDPattern);
        return match ? match[1] : null;
    }
})(current, event, email, email_action, email_log, classifier);

[M_iA · Accepted solution]

I achieved what I wanted by getting the sender to prefix the subject with Re: in order to trick it into thinking it was a reply!