Inbound Email Action condition script is not working

[siva44]

Hi to All,

I have created one inbound email action  with specific condition for creation of incident and condition script like below

"!(email.origemail == 'Alerts@group.com') && subject.toLowerCase().indexOf(" fw: card library") == -1"

But whenever i am forwared one email to servicenow with subject like fw: card library then also the inbound action triggering and created the incident.

please let me known if anyone known 

[Rajesh Chopade1]

Hi @siva44

Following are possible issues:

The subject may have varying spaces or characters (e.g., extra spaces after "FW:" or variations like "Fwd:").

The indexOf method returns -1 if the string isn't found, but your check might miss subtle variations.

I will suggest use ‘Normalize the subject’  & use ‘Regular expressions’ to match variations  of ‘FW: card library’

// Normalize email subject by trimming spaces and converting to lowercase
var subjectNormalized = subject.toLowerCase().trim();

// Regular expression to match variations of "FW: card library"
var regex = /fw:\s*card library/i;

if (email.origemail != 'Alerts@group.com' && !regex.test(subjectNormalized)) {
    // Your action logic here (creation of incident, etc.)
    gs.log("Email condition met, inbound action triggered.");
    // Return true to trigger the inbound email action
    return true;
}

// Return false to stop the action from triggering
gs.log("Email condition not met, no action taken.");
return false;

I hope my answer helps you to resolve your issue, if yes please mark answer as correct and helpful.

thank you

rajesh

[siva44]

Hai @Rajesh Chopade1  can u tell me where  your script is use 

[Rajesh Chopade1]

Hi @siva44

You should update this script in the Condition Script section of your Inbound Email Action in ServiceNow.

- Go to System Policy > Email > Inbound Actions in the application navigator.

- Search for the specific Inbound Email Action where you want to implement the condition.

- Scroll down to the Actions tab, where you will see a section for Script.

- update the script, click Save or Update to apply the changes.

[siva44]

okay I will try @Rajesh Chopade1