Inbound Action Script - Duplicate Interactions

[mfoster817]

Hello!

We have an Inbound Action that creates an Interaction when an email alert is received. This is alert is set up to repeat every 2 hours if the issue persists. 

I have a script that will check the Interaction table for a record with a short description that matches the email subject.

If an active Interaction record is found, add the email body to the interaction record as work notes.

If an interaction record is not found, create a new interaction.

The issue I am having is it is still creating an interaction regardless if there is a matching record. It does record the email body to the most recent record's work notes. 

Any assistance is much appreciated!

Here is the script:

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

    var userId = gs.getUserID();

    var emailSubject = email.subject.toString();

    var emailBodyText = email.body_text.toString();

    var gr = new GlideRecord("interaction");

    gr.addActiveQuery();                                      // Search only for active interactions

    gr.addQuery("short_description", emailSubject);           // Search for the same short description

    gr.query();

    if (gr.next()) {

        // Interaction found, update work notes

        gr.work_notes = emailBodyText;

        gr.update();

        gs.log('Interaction updated with work notes from email: ' + gr.sys_id, 'runAction');

    } else {

        // No matching interaction found, create a new one

        var newInteraction = new GlideRecord('interaction');

        newInteraction.initialize();

        newInteraction.short_description = emailSubject;

        newInteraction.u_description = emailBodyText;

        newInteraction.insert();

        gs.log('New interaction created from email: ' + newInteraction.sys_id, 'runAction');

    }

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

[Zach Koch]

Can you confirm that it is finding a matching record? I would recommend after your gr.query() to add a log statement such as:

gs.info('record count # ' + gr.getRowCount())

this will confirm you are returning a record. My guess is you aren't finding a record with your query. If that is the case, log your emailSubject variable and ensure you know what value you have. Also, using gr as your variable name for a GlideRecord query is not best practice, so I would recommend changing that to something more fitting.