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!

[Amit Gujarathi]

Hi @Navya43 ,
I trust you are doing great.

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") {
  var subject = email.subject.trim();
  current.short_description = subject;
  current.description = emailBodytrimmed;
  current.caller_id = gs.getUserID();

  if (subject.indexOf("HHC Upload") !== -1) {
    current.category = "handheld";
  } else {
    current.category = "inquiry";
  }

  email_Body = email.body_text.toString();
  grp_name = parseGroupname(email_Body, "GROUP=", "%SUMMARY");
  current.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 = "1"; // "1" represents "New" state
  current.comments = "Received from: " + email.origemail + "\n\n" + emailBodytrimmed;
  current.insert();
} else if (duplicate_Res !== "error") {
  var update_Ex_Inc = new GlideRecord('incident');
  if (update_Ex_Inc.get(duplicate_Res.trim())) {
    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();
  }
}

I have made some modifications to the code. Please find the updated code below: