Inbound Email action Query

[Joshuu]

Hi All,

Below is the subject line from email. We would need to populate as below in a table.

"CS-1328006 ITP Escalation: Medium Identity Threat Detection".

"CS-1328006" in Ticket Number field which is a string type. "1328006" This digit is not the same every time.

And it should check the priority from the subject.

Here, it contains "Medium" So the Priority in the ticket should set to 3 - Medium.

Please assist.

Thanks & Regards.

[Ankur Bawiskar]

@Joshuu 

are you using this in inbound action of incident?

if yes then update the script as this to set priority as Medium and the string field

    var subject = email.subject;

    // Extract the ticket number (CS-1328006)
    var ticketNumberMatch = subject.match(/CS-\d+/);
    var ticketNumber = ticketNumberMatch ? ticketNumberMatch[0] : '';

    // Extract the priority (Medium)
    var priorityMatch = subject.match(/(Low|Medium|High)/i);
    var priority = priorityMatch ? priorityMatch[0].toLowerCase() : '';

    // Map priority to numeric value
    var priorityValue;
    switch (priority) {
        case 'low':
            priorityValue = 4;
            break;
        case 'medium':
            priorityValue = 3;
            break;
        case 'high':
            priorityValue = 1;
            break;
        default:
            priorityValue = 3; // Default to Medium if not found
    }

    // Create or update the record in the target table
    var gr = new GlideRecord('incident'); // Change 'incident' to your target table
    gr.initialize();
    gr.short_description = subject;
    gr.stringField = ticketNumber;
    gr.priority = priorityValue;
    gr.insert();

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar · Accepted solution]

@Joshuu 

the script I shared should extract the values

Refer below script which gives the correct output. once you get the values you can then set in target record

var subject = "CS-1328006 ITP Escalation: Medium Identity Threat Detection";

// Extract the ticket number (CS-1328006)
var ticketNumberMatch = subject.match(/CS-\d+/);
var ticketNumber = ticketNumberMatch ? ticketNumberMatch[0] : '';

// Extract the priority (Medium)
var priorityMatch = subject.match(/(Low|Medium|High)/i);
var priority = priorityMatch ? priorityMatch[0].toLowerCase() : '';

gs.info('Ticket number->' + ticketNumber);
gs.info('Priority->' + priority);

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Shivalika]

Hello @Joshuu 

I had replied in your previous post as well for sharing the subject line. Could you please accept my solution there and close the thread ? 

Well, below 👇 shared it - that's simple approach as it's not depending on length or anything. 

(function executeRule(current, previous /*null when async*/) {

    var inputString = current.short_description.toString(); // Assuming short description field

    var csNumberMatch = inputString.match(/CS-\d+/); // Extract CS number

    var priority = "High"; // Default to High

    if (inputString.toLowerCase().includes("medium")) {

        priority = "Medium";

    } else if (inputString.toLowerCase().includes("low")) {

        priority = "Low";

    }

    if (csNumberMatch) {

        current.u_cs_number = csNumberMatch[0]; // Assuming a custom field u_cs_number

    }

    current.priority = priority; // Set the priority

})(current, previous);

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Shivalika]

Hello @Joshuu 

Did you try my solution as well ? I tested it out similar to various subject lines like yours and it's also working. 

If you found that helpful or valuable. Kindly consider accepting my solution as well. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY