Inbound Actions - Update Incident (BP) creates new Incident

SNowUser11 · ‎09-18-2020

Hello Experts,

I am facing an issue. Although it is working for the OOB inbound actions 'create incident','create incident (forwarded) and Update Incident (BP). I am getting perfectly results as per these actions. Now My scenario is

- I want to update an incident when an email comes as forwarded for any incident emails like example

FW:Incident INC0001234 has been opened on your behalf

what could be the simple way to achieve this i tried creating another 'Update Incident (BP) with action as Forward but it seems created a new incident running this. Not getting why? Any suggestion please do not want to go with scripting unless it is not achievable in inbound actions

Thanks

SNowUser11 · ‎09-21-2020

Just in case what at last I did to work if that helps anyone

-Created new Update Inbound Action (as Forward), Stop processing -checked.order=10

-script which helped

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

gs.include('validators');
var str = email.subject.toString();
var regex = new SNC.Regex('/INC\\d{7}/im');
var incnum = regex.match(str);
if(incnum!= null)
{
var target = new GlideRecord('incident');
target.addQuery('number',incnum);
target.query();
if(target.next() && target.getValue('state') != IncidentState.CLOSED)
{
target.work_notes = "reply from: " + email.origemail + "\n\n" + email.body_text;
target.update();
sys_email.instance = target.sys_id;
sys_email.target_table = target.getTableName();
sys_email.update();

}
}

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

View solution in original post

asifnoor · ‎09-18-2020

Hi,

This could be because there is already an OOB Inbound action (Create incident (fw)) which might be running before your inbound action and creating the incident Check and disable that inbound action (if you don't want) or make your inbound action order lower than that.

Mark the comment as a correct answer and also helpful if it helps to solve your problem.

SNowUser11 · ‎09-18-2020

I need other inbound actions as well. Tried making the order of the new 'Update Incident (BP) lower than the 'create Incident(forwarded) still it created new incident.

SNowUser11 · ‎09-18-2020

checked the 'Stop processing' but no luck

asifnoor · ‎09-18-2020

Okay, may be some other inbound aciton.

Can you go to mailbox-> Received and open your mail

under the mail at the bottom, you see mail logs

In that check which inbound action got processed and check the status of your inboudn action. Whether it is executed or skipped

Mark the comment as a correct answer and also helpful if it helps to solve your problem.