Inbound Action not working

New user1212
Tera Contributor

‎09-20-2023 06:32 AM

Hello, I have a problem with my inbound action script...
The point is that all messages that come from the integration.support.prod@.com" or "integration.support.test@.com" mailboxes should be redirected to the appropriate Services and they should create indices that will have the correct Service in the fields .
The problem is that now I don't have any incidents at all... I messed something up.
The premise is:
1. If the word SMPI is included in the email, the message generates an incident where SMPI is selected in the Service
2. If the word ODS is present - the message generates an incident where the Service selected is ODS
3. Same for Kepler.
Assigment group as in the script... what went wrong?

 

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {




        //check email from

        var callSI = new hmInboundEmail();

        var emailFrom = callSI.checkEmailFrom(email.from);

        var emailFromThirdParty = callSI.checkThirdPartyEmail(email.from);




        //if email from is SEGRO/Whitelisted

        if (emailFrom == 'SEGRO' || emailFrom == 'Whitelisted') {




            var emailBody = email.body_text;

            var maxChars = 524288;

            if (emailBody.length > maxChars) {

                emailBody = emailBody.substring(0, maxChars);

            }




            current.short_description = email.subject;

            current.description = "received from: " + email.origemail + "\n\n" + emailBody;

            current.contact_type = "email";

            current.state = 1; //New state

            if (emailFrom == 'SEGRO') {

                current.caller_id = gs.getUserID();

                if (email.from == "integration.support.prod@segro.com" || email.from == "integration.support.test@segro.com") {

                    if (emailBody.includes("SMPI")) {

                        current.business_service = gs.getProperty('seg.business_service.SMPI');

 current.assignment_group = gs.getProperty('seg.group.l3_applications'); // L3 - Applications

                    }

                } else if (emailBody.includes("ODS")) {

                    current.business_service = gs.getProperty('seg.business_service.ODS');

                    current.assignment_group = gs.getProperty('seg.group.l3_infrastructure'); // L3 - Infrastructure

                } else if (emailBody.includes("Kepler")) {

                    current.business_service = gs.getProperty('seg.business_service.Kepler');

                    current.assignment_group = gs.getProperty('seg.group.l3_applications'); // L3 - Applications

                } else {

                    

                    current.business_service = gs.getProperty('seg.business_service.default');

                    current.assignment_group = gs.getProperty('hm.l1.techbar.group.sys.id'); // Domyślna grupa

                }

                var dateTime = new GlideDateTime();

                dateTime.addSeconds(60);

                gs.eventQueueScheduled('agile.solution.incident.email', current, '', '', dateTime);

            } else {

                current.assignment_group = gs.getProperty('hm.l1.techbar.group.sys.id'); // L1 - TechBar group

            }

            if (email.from == "solarwinds-noreply@segro.com") {

                current.impact = 1;

                current.urgency = 2;

            }

        }

        if (email.from == "defender-noreply@microsoft.com") {

            current.assignment_group = gs.getProperty('hm.l1.techbar.group.sys.id'); // L1 - TechBar group

            current.impact = 1;

            current.urgency = 2;

        }




        if (email.from == "DefenderCloudnoreply@microsoft.com") {

            current.assignment_group = gs.getProperty('hm.l1.techbar.group.sys.id'); // L1 - TechBar group

            current.impact = 1;

            current.urgency = 2;




            if (emailFromThirdParty) {

                current.category = "fix required";

                current.caller_id = emailFromThirdParty.getUniqueValue();

                current.business_service = gs.getProperty("seg.business_service.data_warehouse");

                current.assignment_group = gs.getProperty("seg.group.l3_applications");

                current.u_guest_contact_email = email.from;

                if (emailFromThirdParty.u_associated_service.toString() != "") { // when no service associated, then take default, not null

                    current.business_service = emailFromThirdParty.u_associated_service.toString();

                }

            }

        

        if (emailFrom == 'Whitelisted') {

            var whitelistedRec = callSI.whitelistedRec(email.from);

            current.u_guest_contact_email = email.from;

            current.company = whitelistedRec.u_company;

            current.caller_id = whitelistedRec.dl_notify;

        }

        current.insert();

    } else { //if NON - SEGRO

        gs.eventQueue('hm.bouncback.email', '', email.from, email.from);




    }




})(current, event, email, logger, classifier);
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3 REPLIES 3

Sandeep Rajput
Tera Patron
Tera Patron

‎09-20-2023 07:51 AM

@New user1212 Try adding gs.info(''); statements in your code at different places and check if the Inbound action is executing and upto which line it is executing. It may be possible that your script is crashing at some line and hence the record is not getting created.

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AnveshKumar M
Tera Sage
Tera Sage

‎09-20-2023 08:08 AM

Hi @New user1212 

 

Try this script.

 

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

    //check email from

    var callSI = new hmInboundEmail();
    var emailFrom = callSI.checkEmailFrom(email.from);
    var emailFromThirdParty = callSI.checkThirdPartyEmail(email.from);

    //if email from is SEGRO/Whitelisted

    if (emailFrom == 'SEGRO' || emailFrom == 'Whitelisted') {
        var emailBody = email.body_text;
        var maxChars = 524288;
		
        if (emailBody.length > maxChars) {
            emailBody = emailBody.substring(0, maxChars);
        }

        current.short_description = email.subject;
        current.description = "received from: " + email.origemail + "\n\n" + emailBody;
        current.contact_type = "email";
        current.state = 1; //New state

        if (emailFrom == 'SEGRO') {
            current.caller_id = gs.getUserID();
            if (email.from == "integration.support.prod@segro.com" || email.from == "integration.support.test@segro.com") {
                if (emailBody.includes("SMPI")) {
                    current.business_service = gs.getProperty('seg.business_service.SMPI');
                    current.assignment_group = gs.getProperty('seg.group.l3_applications'); // L3 - Applications
                } else if (emailBody.includes("ODS")) {
                    current.business_service = gs.getProperty('seg.business_service.ODS');
                    current.assignment_group = gs.getProperty('seg.group.l3_infrastructure'); // L3 - Infrastructure
                } else if (emailBody.includes("Kepler")) {
                    current.business_service = gs.getProperty('seg.business_service.Kepler');
                    current.assignment_group = gs.getProperty('seg.group.l3_applications'); // L3 - Applications
                } else {
                    current.business_service = gs.getProperty('seg.business_service.default');
                    current.assignment_group = gs.getProperty('hm.l1.techbar.group.sys.id'); // Domyślna grupa
                }
            }

            var dateTime = new GlideDateTime();
            dateTime.addSeconds(60);
            gs.eventQueueScheduled('agile.solution.incident.email', current, '', '', dateTime);
        } else {
            current.assignment_group = gs.getProperty('hm.l1.techbar.group.sys.id'); // L1 - TechBar group
        }

        if (email.from == "solarwinds-noreply@segro.com") {
            current.impact = 1;
            current.urgency = 2;
        }
    }
    if (email.from == "defender-noreply@microsoft.com") {
        current.assignment_group = gs.getProperty('hm.l1.techbar.group.sys.id'); // L1 - TechBar group
        current.impact = 1;
        current.urgency = 2;
    }

    if (email.from == "DefenderCloudnoreply@microsoft.com") {
        current.assignment_group = gs.getProperty('hm.l1.techbar.group.sys.id'); // L1 - TechBar group
        current.impact = 1;
        current.urgency = 2;

        if (emailFromThirdParty) {
            current.category = "fix required";
            current.caller_id = emailFromThirdParty.getUniqueValue();
            current.business_service = gs.getProperty("seg.business_service.data_warehouse");
            current.assignment_group = gs.getProperty("seg.group.l3_applications");
            current.u_guest_contact_email = email.from;
            if (emailFromThirdParty.u_associated_service.toString() != "") { // when no service associated, then take default, not null
                current.business_service = emailFromThirdParty.u_associated_service.toString();
            }
        }

        if (emailFrom == 'Whitelisted') {
            var whitelistedRec = callSI.whitelistedRec(email.from);
            current.u_guest_contact_email = email.from;
            current.company = whitelistedRec.u_company;
            current.caller_id = whitelistedRec.dl_notify;
        }
        current.insert();
    } else { //if NON - SEGRO
        gs.eventQueue('hm.bouncback.email', '', email.from, email.from);
    }

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

 

 

Thanks,
Anvesh
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New user1212
Tera Contributor
In response to AnveshKumar M

‎09-20-2023 09:45 AM

looks the same as mine, unfortunately it does not work, the incident does not occur

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