Make incident active (reopen) when it's closed when new comment is added via mail

S_C_ · ‎02-06-2020

Hy!
So whenever an incident is closed, and a client replies to it via email, we would like it to automatically open again ( so the state of the incident should change from closed to active ( in progress)

So if the customer is replying to a ticket that is closed (the subject contains the reference id of the ticket) the comment gets posted into the ticket, but I would like it to be automatically reopened the ticket.

Can someone help me on this subject? What do I need to do in order to get the desired workflow?

Thanks in advanced!

Aniket Sawant · ‎02-06-2020

Hi,

set a condition to the "Update Incident" Inbound action to create a new Incident in case of the current one being already closed.

gs.include('validators');

if (current.getTableName() == "incident") {

var gr = current;

if(gr.state ==3 || gr.state==4){ //considering 3 is closed & 4 is closed complete

gs.eventQueue("incident.Closed", gr, gr.state, previous.state);

var ni = new GlideRecord('incident');

ni.initialize();

ni.caller_id = email.from_sys_id;

ni.description = email.body;

ni.short_description = email.subject;

ni.incident_state = IncidentState.NEW;

ni.notify = 2;

ni.contact_type = "email";

if (email.body.assign != undefined)

ni.assigned_to = email.body.assign;

if (email.importance != undefined) {

if (email.importance.toLowerCase() == "high")

ni.priority = 1;

}

if (email.body.priority != undefined)

ni.priority = email.body.priority;

ni.insert();

}

else{

if (email.subject.toLowerCase().indexOf("please reopen") >= 0 && gr.state != 0)

gr = new Incident().reopen(gr, email) || gr;

gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

if (gs.hasRole("itil")) {

if (email.body.assign != undefined)

gr.assigned_to = email.body.assign;

if (email.body.priority != undefined && isNumeric(email.body.priority))

gr.priority = email.body.priority;

}

gr.update();

}

Please try this code.

Please mark correct or helpful based on the impact.

Regards,

Aniket Sawant.

View solution in original post

S_C_ · ‎02-10-2020

ok, thanks for your help, I implemented your suggestion and it worked!