Update Ticket on Inbound forwarded mails

[JohnnySnow]

Hi Team,

OOTB there is a forward inbound action which creates an incident. I was wondering if we can modify it to update the records instead of inserting the record.

So the requirement is, if the user forwards a  mail and it has watermark, then the same incident should be updated instead of creating a new incident.

I tried to change "current.insert" to "current.update" but it doesnt seem to work.

Please help

Thanks

[Pedro Grilo1 · Accepted solution]

Hi!

Forwarded emails are, by default, treated as NEW and, for that reason, will try creating a new record.

You can find additional details on this support KB:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0855452

I hope it helps!

Pedro

[Community Alums]

Hello Johnny,

By default, forwarded emails are treated as NEW.  So will try creating a new record.

Could you please try below code. I have wrote this code to update worknotes.

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

var id = email.body.email_incident;

var inc = new GlideRecord('incident');
inc.addQuery('number', id);
inc.query();
if(inc.next()) {
inc.work_notes = "this is a comment3333";
current.update();
}


})(current, event, email, logger, classifier);

Please let me know if it works.

Feel free to mark correct, If I answered your query.

Will be helpful for future visitors looking for similar questions 🙂

Thanks & Regards,

Akshay Kangankar

[Community Alums]

Hello,

Have you checked above solution? Please let me know if you need any help.

If my answer helped you in any way, please then mark it as Correct/helpful.