I would like to write a single inbound email action for the following three scenarios.
1. Reply email (Obviously has watermark)
2. Forward email with watermark
3. Forward email without watermark
By default, inbound emails of the Forward type always generate new incidents regardless of the presence of a watermark. So, I have changed the recognized reply and forward prefixes to treat forwards like replies and sorted out the forwards and replies by using a script.
The scenario 1 and 2 are working fine with the script but for the 3rd scenario, "Create Incident" is processed instead of my inbound email action. Please help me resolve the issue.
if((String(email.subject).indexOf('Fwd:') > -1) || (String(email.subject).indexOf('Fw:') > -1))
{
if(String(email.body_text).indexOf('Ref:MSG') > -1)
{
// forward email with watermark
current.update();
}
}
else if(String(email.body_text).indexOf('Ref:MSG') == -1)
{
// forward email without watermark
current.insert();
}
}
else
{
// reply email
current.update();
}
}
