Inbound email action - create ticket and update with Subject of email

[maneesh3]

Hi Team,

I have an requirement to create and update ticket with subject line instead of watermark. Client will send emails from JIRA system. They will have unique subject for each ticket sending to SNOW.

for example:

Subject: JIRA TKT NO 74 

So I need now to create ticket for the first email and next emails with same subject should be updated. Client did not have feasibility to send thread of emails , and everytime they send as new emails.

Please suggest code to do in inbound email actions

Help much appreciated. Thank you!

[Vijay Balotia1]

Hi @maneesh3,

Can you check correlation_id field is available on case table or not? if not then use the field where you are storing Jira Ticket.

Thanks,

Vijay Balotia

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Thanks
Vijay Balotia

[maneesh3]

Hi Vijay,

I have corelation id field but getting different values for 2 new create cases raised for same subject:

Please help!

[maneesh3]

Hi Vijay,

Can you please help here.

Thanks

[Vijay Balotia1]

Hi @maneesh3,

Can you please do this in line number 3 and print this in logs and see what value you are getting.

  var jiraTicketNo = subjectStr.match(regExSmit).toString();

Please mark the appropriate response as correct answer and helpful, This may help other community users to follow correct solution.
Thanks
Vijay Balotia

[maneesh3]

Hi Vijay,

Modified the line and tested the scenario, now I am getting Correlation ID same but still it is creating duplicate tickets for same subject

correlation ID  = Task110017

received emails like below