Multiple tickets being created for the same incident

jobeasow · ‎07-17-2015

When an incident has more than one customer involved, each person that is replying to the emails is having a ticket created. Need to know the rule that is updating incidents when emails come in and figure out why they are creating new incidents instead of updating an existing one. Ideally all the customer involved with an incident, their replies should be update the same incident but here it is creating new tickets for all the users except the original user.

Please help me with this.

jobeasow · ‎07-17-2015

Thanks Pradeep,

I believe this is the inbound email action which deals with the email replies to the incident:

Name: Update Incident (BP)

Target Table: Incident

Type: Reply

This is the script being used:

gs.include('validators');

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

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

var body = email.body_text;

var ref = body.match(/Ref:.*[0-9]/);

var index = body.indexOf(ref) + ref.toString().length;

var extract = body.substring(0, index);

current.comments = "reply from: " + email.origemail + "\n\n" + extract;

if (email.subject.toLowerCase().indexOf("please reopen") >= 0) {

current.state = "2";

current.work_notes = "The caller did not feel that this issue was resolved";

}

if (email.subject.toLowerCase().indexOf("please close") >= 0) {

current.state = "7";

current.work_notes = "The caller has reported the incident has been resolved";

}

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

if (email.body.assign != undefined)

current.assigned_to = email.body.assign;

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

current.priority = email.body.priority;

}

current.update();

}

View solution in original post

jobeasow · ‎07-17-2015

Yes, apparently in the inbound email action script, it is using watermark to find the servicenow generated reference number in the email body. However it is still treating email replies from the other users as a new incident.

jobeasow · ‎07-17-2015

The servicenow generated mails in our instance are watermarked with reference number.