Set Assignment Group for multiple email accounts forwarded in to SN

[jlaue]

Hi All -

We are looking to forward several more mailboxes into ServiceNow.   I want to use our current Inbound Email Action and just modify it to set the Assignment group based on which email box the email was sent to.   I have found the way to do this for one mailbox (from the wiki), however, I am not quite sure how I should write the code to get it working for multiple email accounts, but still have a catch-all at the end so that any emails that didn't match the other mailboxes would end up going to the HelpDesk.  

Here is what I have, but it is only working for the 2nd if statement.   If I swap the 2nd and the 1st if statements then it will still only work on the 2nd statement when testing emails to both mailboxes.   Note - the 2 mailboxes will still end up going in to the same Assignment Group.   I would like to get this working so when we add additional mailboxes we can just add to this one mail rule.

{

if (email.direct.indexOf('XXXXHelp@XXXXXX') >= 0){

current.assignment_group.setDisplayValue('XXXX Support');

}

if (email.direct.indexOf('YYYYSupport@YYYYY') >= 0){

current.assignment_group.setDisplayValue('XXXX Support');

}

else{

current.assignment_group.setDisplayValue('HelpDesk');

}

}

Thanks in advance!!

[Pradeep Sharma · Accepted solution]

Hello Jiaue,

Update the code as below

if (email.direct.indexOf('XXXXHelp@XXXXXX') >= 0){

current.assignment_group.setDisplayValue('XXXX Support');

}

else if (email.direct.indexOf('YYYYSupport@YYYYY') >= 0){

current.assignment_group.setDisplayValue('XXXX Support');

}

else{

current.assignment_group.setDisplayValue('HelpDesk');

}

[Community Alums]

The other way you can do this, that may prove more scalable in the future is to create a table to store the email address and assignment groups. Then on the inbound action, do a lookup on the table using the 'email.direct' object, and get/set the assignment group that way. This will save you the hassle of having to add more 'if/else' statements to the inbound action as more email addressed get used.

Something like this:

(function(){
         var aEmails = email.direct.toLowerCase().split(",");
         // Set Values based on email object parameters
         current.short_description = email.subject.toString();
         current.contact_type = "email";
         /** Loop through aEmails array and determine assignment group **/
         aEmails.forEach(function(sEmail) {
                   //gs.log("TM===> Address is " + sEmail);
                   if (email.body.assignment_group !== undefined) {
                             current.assignment_group.setDisplayValue(email.body.assignment_group);
                             /** Insert Record **/
                             current.insert();
                             event.state="stop_processing";
                   } else {
                             /** Query DB **/
                             var oGr = new GlideRecord("u_incoming_addresses");
                             oGr.addQuery("u_email_address", sEmail);
                             oGr.addQuery("u_table", "incident");
                             oGr.query();
                             if(oGr.next()){
                                       /** If we match, set the assignment group **/
                                       current.assignment_group.setDisplayValue(oGr.u_group);
                                       /** Insert Record **/
                                       current.insert();
                                       event.state="stop_processing";
                             }
                   }
         });
})();

Hope that helps!

Cheers,

Tim

[jlaue]

Thanks for the super-fast response!     Appreciate your help!