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

SNowUser11 · ‎09-18-2020

yeah i checked the emails logs it is processing the new inbound action 'Update Incident (BP) New- and infornt of that written created incident INCxxxxxx.

i did stopped processing AND tried the action as Forward/None even but same thing even gave conditions that 'Subject contains INC . NO BIG LUCK

asifnoor · ‎09-18-2020

So your inbound action is processing but instead of update, you are saying it is creating a new incident?

If thats the case, can you cross check your script once. May be in your script, it has current.insert

SNowUser11 · ‎09-18-2020

its the OOB one i just copied the OOB (Update Incident BP and created another one because the OOB works for REPLY and I wanted to update the incident when even forwarded. also as I copied is gr.update

I have changed nothing in script only trying to play around in conditions or Type . Dont know where it is going wrong 😞

asifnoor · ‎09-18-2020

It creates incident generally when it does not find a watermark in your mail.

Also in your system -> Email Properties you might have to mention to consider fw as a reply so that the watermark is not removed.

Identify email as a reply by these subject prefixes

Mark the comment as a correct answer and helpful if it solves the problem.

SNowUser11 · ‎09-18-2020

Hi Asif,

doing so will it not impact the forward inbound actions . I am not sure but if the FWD is considered as reply then should the forward inbound actions will execute properly ? Dont know

I quickly checked even doing this adding forwards in that properties. still it is bound to create new incident. System can not understand that it has to update the incident

Thanks