Incoming emails from an external vendor inside an incident are not shown as Received in the activity log. Only our sent emails are shown. The body text from the received email shows up as a comment though.
But why would that matter if the comment still shows? Because we want to be able to answer to that received email because we Need the vendors subject line. This subject line contains the vendor ticket number which is crucial for the vendor's inbound action to work.
Could the reason for the received email not showing be because of the Inbound Action not really triggering like it should? :
The inbound action script looks like this (notice the gr.update() which should update the incident):
// Implement email action here
gs.include('validators');
// Find Company Ticket Number from Subject Line
var subject = email.subject;
var findStr = subject.indexOf("Ticket from Company:");
// If "Ticket from Company" is found in the Subject line, take out the INC number after it
if (findStr > -1) {
var endStr = subject.substring(findStr,subject.length); // Return everything from after findStr
var array = endStr.split(" "); // Split string into array
var customerNo = array[3].trim().toString(); // Take index 1 which is the INC number, trim and display as string
// Query the INC number on the Incident table
var gr = new GlideRecord('incident');
gr.addQuery('number',customerNo);
gr.query();
// If a matching Incident record is found, update the record
if (gr.next()) {
gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
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;
if (email.body.category != undefined)
gr.category = email.body.category;
if (email.body.short_description != undefined)
gr.short_description = email.body.short_description;
gr.update();
}
}
What am I missing in my Inbound Action to show the received email in the incident activity log? Or is it something else I need to adjust?
Is there any other user-friendly way we can answer to the received email?
