Inbound Action: updating incident

[kemmy1]

I've gone through (I think) ALL of the docs and community posts about this, but for some reason this is not working for me.  This is a "New" inbound action (no watermarks)

An email is sent (no watermark) with the Incident number to update in the body of the email.  I've tried a couple of ways to update the Incident and it's not working:

This doesn't do anything:
(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
var id = email.body.email_incident;
var inc = new GlideRecord('incident');
inc.addQuery('number', id);
inc.query();
if(inc.next()) {
inc.work_notes = "this is a comment3333";
inc.update();
}

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

This creates a new incident not updates it:
(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
var id = email.body.email_incident;
var inc = new GlideRecord('incident');
inc.addQuery('number', id);
inc.query();
if(inc.next()) {
inc.work_notes = "this is a comment3333";
current.update();
}
})(current, event, email, logger, classifier);

------------------------------------------------------------

I created a log and email.body.email_incident does pull out the correct incident number, so it IS finding the incident number (I also used a background script to make sure it finds the record as well).

Any ideas?

Lisa

[SanjivMeher · Accepted solution]

Hi Lisa,

Is this the complete code? I don't see a reason this to be not working. Are you sure, the email is entering your inbound action. Please some logs to it, to make sure it does

gs.info('+++++inside my inbound action+++++'+email.body.email_incident)

var id = email.body.email_incident;
var inc = new GlideRecord('incident');
inc.addQuery('number', id);
inc.query();
if(inc.next()) {
inc.description = "this is a comment3333";
inc.update();

}

[kemmy1]

Yes, the email_incident is definitely coming through.  I did a gs.log("LAK " + id).

Here is my complete code (I updated my original question as well):

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

var id = email.body.email_incident;

var inc = new GlideRecord('incident');
inc.addQuery('number', id);
inc.query();
if(inc.next()) {
inc.work_notes = "this is a comment3333";
current.update();
}


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

[Ashutosh Munot1]

Hi,

What is the type of this inbound email action?

New, Forward or Reply or none?

Thanks,
Ashutosh

[kemmy1]

It's new and there is no watermark.  Forgot to add that!