Inbound action to avoid duplicate incident.

Meenal Gharat · ‎04-25-2019

Hi,

Inbound email action to avoid duplicate incident.

If the incident is created using inbound emai action with the same CI name it's state is Resolved/closed it should create new incident.

if the state is open/active it should not create new incident rather it should update the same incident

I have tried writting the below code,kindly assist.

current.caller_id = gs.getUserID();
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
//current.short_description = email.subject;
current.short_description = email.body.short_description;

//current.category = "inquiry";
current.incident_state = IncidentState.NEW;
current.notify = 2;
current.contact_type = "email";

if(email.body.category!= undefined)
current.category = email.body.category;

//gs.log('email'+ email.direct.toString());

//if(email.body.subcategory!=undefined)
current.subcategory=email.body.subcategory;

if (email.body.assign != undefined)
current.assigned_to.setDisplayValue(email.body.assign_to);

// if (email.subject.toLowerCase().indexOf("configuration item") >= 0
// && email.subject.toLowerCase().indexOf("device ip address") > 0
// && email.subject.toLowerCase().indexOf("severity: critical") > 0 )
if (email.subject.indexOf("configuration item") >= 0
&& email.subject.indexOf("device ip address") > 0
&& email.subject.indexOf("severity: critical") > 0 ) {

var subjectSplit = email.subject.split('item:');
var theName = subjectSplit[1].split(',');
var res = theName[0];
gs.log('meen gharat 1'+ res);
var op = res.replace(/ /g,'');
gs.log('meen gharat'+op);

var cmdbci = new GlideRecord("cmdb_ci");
cmdbci.addQuery('name',op);
cmdbci.query();
gs.log('row count '+ cmdbci.getRowCount());
if(cmdbci.next())
{
gs.log('ci getting' +cmdbci.sys_id);
current.cmdb_ci = cmdbci.sys_id;
}
if(!cmdbci.next())
{
current.cmdb_ci.setDisplayValue('Dummy');
}
if(cmdbci.next())
{
var inc = new Gliderecord("incident");
inc.addQuery('active',true);
inc.addQuery('state','!=',4);
inc.addQuery('state','!=', 5);
inc.addQuery('cmdb_ci','=',cmdbci.sys_id);
inc.query();

if(!inc.next())
{
current.incident_state = IncidentState.NEW;
current.notify = 2;
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.body.short_description;
current.category = email.body.category;
current.subcategory=email.body.subcategory;
//current.cmdb_ci.setDisplayValue(cmdbci.sys_id);
current.insert();

}
}
else
{
gs.addErrorMessage('Incident Already Exist');
}

}

current.insert();

Meenal Gharat · ‎05-06-2019

Hi all

I have used below code and it works fine for me.

var eSubject = email.subject;
var grInc = new GlideRecord('incident');
var grEmail = new GlideRecord('sys_email');
var incUpdated = false;
grEmail.addEncodedQuery('sys_created_onONToday@javascript:gs.daysAgoStart(0)@javascript:gs.daysAgoEnd(0)^subject=' + eSubject);
grEmail.query();
if(grEmail.getRowCount != 0){
while(grEmail.next() && incUpdated != true){
grInc.get(grEmail.instance);

if(grInc.active == true && grInc.state < 6){ //is the existing incident active and not in closed or resolved state

incUpdated = true;

gs.log('Incident already exists');
grInc.work_notes = '\nFrom: ' + email.from + '\nTo: ' + email.to + '\nSubject: ' + email.subject + '\n\n' + email.body_text;
grInc.update();
}
}
}

//if(!gr.next());
if(incUpdated == false)

{
current.caller_id = gs.getUserID();
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
//current.short_description = email.subject;
current.short_description = email.body.short_description;

//current.category = "inquiry";
current.incident_state = IncidentState.NEW;
current.notify = 2;
current.contact_type = "email";

if(email.body.category!= undefined)
current.category = email.body.category;

//gs.log('email'+ email.direct.toString());

//if(email.body.subcategory!=undefined)
current.subcategory=email.body.subcategory;

if (email.body.assign != undefined)
current.assigned_to.setDisplayValue(email.body.assign_to);

var subjectSplit = email.subject.split('item:');
var theName = subjectSplit[1].split(',');
var res = theName[0];
gs.log('meen gharat 1'+ res);
var op = res.replace(/ /g,'');
gs.log('meen gharat'+op);

var cmdbci = new GlideRecord("cmdb_ci");
cmdbci.addQuery('name',op);
cmdbci.query();
gs.log('row count '+ cmdbci.getRowCount());
if(cmdbci.next())
{
gs.log('ci getting' +cmdbci.sys_id);
current.cmdb_ci = cmdbci.sys_id;
}
//if(!cmdbci.next())
else
{
current.cmdb_ci.setDisplayValue('Dummy');
}

current.insert();
//your code to create an incident
}

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

Thank you for relpying my query.

Regards,

Meenal

View solution in original post

Meenal Gharat · ‎04-26-2019

Hi Alok,

Still it is creating a new incident when the state is open.

It should update the same incident.

Regards,

Meenal

asifnoor · ‎04-26-2019

Hi Meenal,

Can you share your latest script once.

Meenal Gharat · ‎04-26-2019

Please check.

current.caller_id = gs.getUserID();
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
//current.short_description = email.subject;
current.short_description = email.body.short_description;

//current.category = "inquiry";
current.incident_state = IncidentState.NEW;
current.notify = 2;
current.contact_type = "email";

if(email.body.category!= undefined)
current.category = email.body.category;

//gs.log('email'+ email.direct.toString());

//if(email.body.subcategory!=undefined)
current.subcategory=email.body.subcategory;

if (email.body.assign != undefined)
current.assigned_to.setDisplayValue(email.body.assign_to);

// if (email.subject.toLowerCase().indexOf("configuration item") >= 0
// && email.subject.toLowerCase().indexOf("device ip address") > 0
// && email.subject.toLowerCase().indexOf("severity: critical") > 0 )
if (email.subject.indexOf("configuration item") >= 0
&& email.subject.indexOf("device ip address") > 0
&& email.subject.indexOf("severity: critical") > 0 ) {

var subjectSplit = email.subject.split('item:');
var theName = subjectSplit[1].split(',');
var res = theName[0];
gs.log('meen gharat 1'+ res);
var op = res.replace(/ /g,'');
gs.log('meen gharat'+op);

var cmdbci = new GlideRecord("cmdb_ci");
cmdbci.addQuery('name',op);
cmdbci.query();
gs.log('row count '+ cmdbci.getRowCount());
if(cmdbci.next())
{
gs.log('ci getting' +cmdbci.sys_id);
current.cmdb_ci = cmdbci.sys_id;
}
if(!cmdbci.next())
{
current.cmdb_ci.setDisplayValue('Dummy');
}

if(cmdbci.next())
{
var inc = new Gliderecord("incident");
// inc.addQuery('active',true);
// inc. addQuery('state','!=',4);
// inc.addQuery('state','!=', 5);
// inc.addQuery('cmdb_ci','=',cmdbci.sys_id);

inc.addEncodedQuery("active=true^state!=4^ORstate!=5^cmdb_ci="+cmdbci.sys_id);

inc.query();

if(!inc.next())
{
current.incident_state = IncidentState.NEW;
current.notify = 2;
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.body.short_description;
current.category = email.body.category;
current.subcategory=email.body.subcategory;
current.cmdb_ci.setDisplayValue(cmdbci.sys_id);
current.insert();

}

else
{
gs.addErrorMessage('Incident Already Exist');
inc.update();
}

}
}

// if (email.importance != undefined) {
// if (email.importance.toLowerCase() == "high")
// current.priority = 1;
// }

//if (email.body.priority != undefined)
//current.priority = email.body.priority;
// current.insert();

current.insert();

Meenal Gharat · ‎04-26-2019

Hi ashifnoor,

Any suggestions on the above scripts would be helpful.

Kind regards,

Meenal

asifnoor · ‎04-26-2019

Try this code. And if it does not work, let me know till where will the logs be generated?

current.caller_id = gs.getUserID();
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.body.short_description;

//current.category = "inquiry";
current.incident_state = IncidentState.NEW;
current.notify = 2;
current.contact_type = "email";

  if(email.body.category!= undefined)
    current.category = email.body.category;
 
  if(email.body.subcategory!=undefined)
    current.subcategory=email.body.subcategory;
 
  if(email.body.assign != undefined)
    current.assigned_to.setDisplayValue(email.body.assign_to);

 if (email.subject.indexOf("configuration item") >= 0
 && email.subject.indexOf("device ip address") > 0
 && email.subject.indexOf("severity: critical") > 0 ) 
  {
    var subjectSplit = email.subject.split('item:');
    var theName = subjectSplit[1].split(',');
    var res = theName[0];
    gs.log('meen gharat 1'+ res);
    var op = res.replace(/ /g,'');
    gs.log('meen gharat'+op);
    var cmdbci = new GlideRecord("cmdb_ci"); 
    cmdbci.addQuery('name',op); 
    cmdbci.query();
    gs.log('row count '+ cmdbci.getRowCount());
    if(cmdbci.next())
    {
      gs.log('ci getting' +cmdbci.sys_id);
      current.cmdb_ci = cmdbci.sys_id;
    } else {
       current.cmdb_ci.setDisplayValue('Dummy');
    }
    if(cmdbci.next())
    {
     var inc = new Gliderecord("incident"); 
     inc.addEncodedQuery("active=true^state!=4^ORstate!=5^cmdb_ci="+cmdbci.sys_id);
     inc.query();
     if(!inc.next())
     {
       current.incident_state = IncidentState.NEW;
       current.notify = 2;
       current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
       current.short_description = email.body.short_description;
       current.category = email.body.category;
       current.subcategory=email.body.subcategory;
       current.cmdb_ci.setDisplayValue(cmdbci.sys_id);
       current.insert();
     } 
     else
     {
       gs.addErrorMessage('Incident Already Exist');
       inc.update();
     }
   }
}