Inbound Action - Re-open Incidents

Edxavier Robert · ‎02-02-2023

Hi, I am currently working on an Inbound Action to allow user re-open incidents by email. So far is working, but I wanted to restrict to only incidents which are not major incidents in 'accepted' or propose state.

gs.include('validators');
if (current.getTableName() == "incident") {
		var gr = current;
// Trying to create a condition to restrict the major incident records being open
		if (email.subject.toLowerCase().indexOf("reopen") >= 0 && gr.major_incident_state != 'accepted' || gr.major_incident_state != 'proposed')
gr = new ReOpenIncident().reopen(gr, email) || gr;
							
/* This is working, but its including major incidents records. 
if (email.subject.toLowerCase().indexOf("reopen") >= 0)
		gr = new ReOpenIncident().reopen(gr, email) || gr;
*/	
	gr.update();
}

Edxavier Robert · ‎02-03-2023

Thanks @Ratnakar7 and @BharathChintala , I was able to figure out the issue. I was adding the condition in the wrong place. That code that I posted was in the action section of the inbound action but I need it into one of the script included which are being call in the script.

In the script above is calling another script include - ReOpenIncident, which will call another script include:

        if (gr.state == IncidentState.RESOLVED&& gr.major_incident_state != 'accepted' && gr.major_incident_state != 'proposed') {
            // If the incident is Resolved
            gr.state = IncidentState.IN_PROGRESS;
            gr.incident_state = IncidentState.IN_PROGRESS;
            //gr.work_notes = gs.getMessage("The caller did not feel that this issue was resolved " + gr.number);
            gr.update();
            return gr;

View solution in original post

BharathChintala · ‎02-03-2023

@Edxavier Robert always use && when you give condition as != . Try below

gs.include('validators');
if (current.getTableName() == "incident") {
		var gr = current;
// Trying to create a condition to restrict the major incident records being open
		if (email.subject.toLowerCase().indexOf("reopen") >= 0 && gr.major_incident_state != 'accepted' && gr.major_incident_state != 'proposed')
gr = new ReOpenIncident().reopen(gr, email) || gr;
							
/* This is working, but its including major incidents records. 
if (email.subject.toLowerCase().indexOf("reopen") >= 0)
		gr = new ReOpenIncident().reopen(gr, email) || gr;
*/	
	gr.update();
}

Thanks,

Bharath

If my inputs have helped with your question, please mark my answer as accepted solution, and give a thumb up.
Bharath Chintala

Edxavier Robert · ‎02-03-2023

Hi @BharathChintala ,

I tired that but didn't work.

Ratnakar7 · ‎02-03-2023

Hi @Edxavier Robert ,

Can you please try with below code:

gs.include('validators');
if (current.getTableName() == "incident") {
		var gr = current;
// Trying to create a condition to restrict the major incident records being open
		if (email.subject.toLowerCase().indexOf("reopen") >= 0 && gr.major_incident_state != 'accepted' && gr.major_incident_state != 'proposed')
gr = new ReOpenIncident().reopen(gr, email) || gr;
							
/* This is working, but its including major incidents records. 
if (email.subject.toLowerCase().indexOf("reopen") >= 0)
		gr = new ReOpenIncident().reopen(gr, email) || gr;
*/	
	gr.update();
}

Thanks,

Ratnakar

Edxavier Robert · ‎02-03-2023

Hi, I tried that but didn't work.