Incident not being created by Inbound Email Action "did not create or update incident using current"

[Navya43]

Hi,

The Inc was successfully being created unless I added these this piece of code which gave the error as "did not create or update incident using current"

The block of Code I added:

var subject = email.subject.trim();
if(subject.indexOf("HHC Upload") != "-1"){
current.caller_id = gs.getUserID();
current.category = "handheld";
}
else{
current.caller_id = gs.getUserID();
current.category = "inquiry";
}

The entire code:

var email_Body;
var grp_name;
var isDuplicate = new CTS_Cyg_Integration_Utils();
var duplicate_Res = isDuplicate.MSMQ_Biz_duplicateHandler(email.subject.trim());

//Remove Disclaimer
var emailBodytrimmed = removeDisclaimer();
if(duplicate_Res == "false"){
current.short_description = email.subject.trim();
current.description = emailBodytrimmed;

var subject = email.subject.trim();
if(subject.indexOf("HHC Upload") != "-1"){
current.caller_id = gs.getUserID();
current.category = "handheld";
}
else{
current.caller_id = gs.getUserID();
current.category = "inquiry";
}

email_Body = email.body_text.toString();
grp_name = parseGroupname(email_Body, "GROUP=" , "%SUMMARY");

current.setDisplayValue('assignment_group', grp_name);
current.contact_type = "email";

if(subject.indexOf("Critical") != "-1"){
current.impact = 1;
current.urgency = 2;
}
else if(subject.indexOf("Alert") != "-1"){
current.impact = 2;
current.urgency = 2;
}
else{
current.impact = 2;
current.urgency = 2;
}

current.incident_state = IncidentState.NEW;
current.comments = "received from: " + email.origemail + "\n\n" + emailBodytrimmed;
current.insert();

}

else if (duplicate_Res != "error"){

var update_Ex_Inc = new GlideRecord('incident');
update_Ex_Inc.get(duplicate_Res.trim());
update_Ex_Inc.query();
if (update_Ex_Inc.next()) {
update_Ex_Inc.u_incident_occurence_count = update_Ex_Inc.u_incident_occurence_count + 1;
update_Ex_Inc.work_notes = gs.getMessage('MSMQ_Inc_Occ') + ':' + update_Ex_Inc.u_incident_occurence_count + "\n\n\n" + "received from: " + email.origemail + "\n\n" + emailBodytrimmed;
update_Ex_Inc.update();
}

}

Thanks for your help in advance!

[Ankur Bawiskar]

@Navya43 

are you sure you are giving the mandatory fields during creation?

[Navya43]

Yes, all the mandatory fields are being given. The inc stopped getting created only after I added that block of code

[Anubhav24]

Hi @Navya43 ,

if(subject.indexOf("HHC Upload") != "-1")

Can you remove the quotes from != condition and see if it works , if(subject.indexOf("HHC Upload") != -1)

[Navya43]

I did, it still doesn't work