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!

[maneesh3]

@Vijay Balotia1 

Please suggest on above issue. Is there any wrong which I have included in code.

Thank you!

[Vijay Balotia1]

Hi @maneesh3,

Sorry for delay in response. please use this code for sure it will work.

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


    //var subjectStr = "JIRA TKT NO Task7434234 ";
    var subjectStr = email.subject;
    var regExSmit = /Task\d{6}/; //you can adjust this based on your subject.
    var jiraTicketNo = subjectStr.match(regExSmit).toString();
    var gr = new GlideRecord("sn_customerservice_case");
    gr.addQuery("correlation_id", jiraTicketNo);
    gr.query();
    if (gr.next()) {
        gr.worknotes = email.body_text;
        //similarly you can add more fields that you want to add.
        gr.update();
    } else {
        gr.correlation_id = jiraTicketNo;
        gr.short_decription = email.subject;
        //similarly you can add more fields that you want to add.
        gr.insert();
    }
    // Implement email action here

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

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,

Perfect its working now. Last help for Subject line like below what should regex :

[JIRA] (C2SD-74) TEST -- ABC  --->  I should take only C2SD-74 

Also is there any document or reference I can play with subject lines.

Thanks 

[Vijay Balotia1 · Accepted solution]

Hi @maneesh3,

If your subject is [JIRA] (C2SD-74) TEST  and you wants C2SD-74. then you can use the below regex to get the result

var jiraTicketNo = subjectStr.match(/\(([^)]+)\)/)[1].toString();

and comment out var regExSmit = /Task\d{6}/; line

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

[Dr Atul G- LNG]

Hi @maneesh3 

Greetings!!

Here is link to understand / solve your problem:

https://docs.servicenow.com/en-US/bundle/vancouver-platform-administration/page/administer/notificat...