Variables change off of inbound action keywords in body of email.

[Justin Dirks1]

Hello!

I am needing to change a variable in an incident based on the keywords of High or significant within the body of an email. If the email contains Severe then I would want to have the Priority changed to 1-High and if the body contains Warning I would want the Priority to be set to 2-Significant.

Any help with this would be great!

Thanks!

[AshishKM]

Please check the "Priority Data Lookups" in your system and validate the impact & urgency for desire priority value. Set for same impact & urgent in code. 

[Justin Dirks1]

It seems to be failing at the Warning level. I changed it to impact = 2 and urgency = 2 and it is still making the impact and urgency a 1. 

[AshishKM]

Do you have any other configuration setting for impact & urgency based on some other form field like category or sub-category ( from sys_choice ) table or configuration item level. Something is already define which is not allowing to edit. 

[Justin Dirks1]

we don't have anything going on in the background that should change this. Here is my full script 

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

	current.caller_id = gs.getUserID();
	current.short_description = email.subject;
	current.description = "received from: " + email.origemail + "\n\n" + email.body_text;
	
	current.category = "software";
	//current.impact = "1";
	//current.urgency = "2";
	current.cmdb_ci.setDisplayValue('hostname');
	current.assignment_group.setDisplayValue('Network Administrators');

	
	current.incident_state = IncidentState.NEW;
	//current.notify = 2;
	current.contact_type = "System-generated";
	
var emailBody = email.body;

	if (emailBody.indexOf ("Critical") != -1) {

		current.impact = 1;
		current.urgency = 1;

	} else if (emailBody.indexOf ("Warning") != -1) {
		
		current.impact = 1;
		current.urgency = 2;
	}


	current.insert();


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

[AshishKM]

apply the gs.log() and check if flow going in "Warning" condition and also check the incident activity log if there is any update details recorded