tGhadage
Tera Contributor
In response to Mark Roethof

‎07-12-2024 02:50 AM

here is the code
 
 
//  Note: current.opened_by is already set to the first UserID that matches the From: email address
if (email.to.indexOf("test@test.com") > -1 ||
    email.to.indexOf("test@test.com") > -1 ||
    email.to.indexOf("test@test..com") > -1 ||
    email.to.indexOf("test@test.") > -1 ||
    email.origemail.indexOf("test@test.") > -1 ||
    email.origemail.indexOf("test@test.") > -1 ||
    email.origemail.indexOf("test@test") > -1 ||
    email.origemail.indexOf("test@test") > -1 ||
    email.origemail.indexOf("test@test") > -1 ||
    email.origemail.indexOf("test@test") > -1 ||
    email.origemail.indexOf("test@test") > -1
) {
    current.caller_id = gs.getUserID();
    current.comments = "forwarded by: " + email.origemail + "\n\n" + email.body_text;
    current.short_description = email.subject;
    var sender_email = email.from;
    current.location = getLoc(sender_email);

    //current.category = "request";
    current.incident_state = IncidentState.NEW;
    current.notify = 2;
    current.contact_type = "email";

    if (email.body.assign != undefined)
        current.assigned_to = email.body.assign;

    if (email.body.priority != undefined)
        current.priority = email.body.priority;

    if (email.to.indexOf("test@test) > -1 ||
        email.to.indexOf("test@test") > -1)
    //          if (email.to == "test@test")
    {
        current.category = "Spark CRM";
        current.assignment_group = '0116534913cd220031d0bb176144b0c2'; //App_Spark_CRM_Monitor          
    } else if (email.from.indexOf("test@test") > -1) {
        current.category = "Infrastructure";
        current.u_lattice_type = "Arctic Wolf";
        current.assignment_group = '676b5ac32c3910408c7038b77dce0581';
    } else if (email.origemail.indexOf("Tushar.Ghadage@latticesemi.com") > -1 && email.subject.indexOf("Fw: GL   Workbench New Extract Refresh Failed") > -1) {
        current.impact = 1;
        current.urgency = 3;
        current.priority = 2;
        current.short_description= email.subject;
    } else {
        current.assignment_group = '676b5ac32c3910408c7038b77dce0581'; //Helpdesk Group
        current.category = "ServiceDesk";
    }
}

//Fetch user location
function getLoc(user_email) {
    var gr = new GlideRecord('sys_user');
    gr.addQuery('email', user_email);
    gr.query();
    if (gr.next()) {
        return gr.location; //returns user's location sys_id
    }
}

// Rafael Merces - 19/04/2018 - INC0317661 - Add description to forwarded incidents
current.description = "From : " + email.from + "\n Origemail :" + email.origemail + "\n" + email.body_text;
current.u_source = "email";
current.insert();
 
 
these is the code for privacy purposes have changed it to test@test.com.
 
thanks!!!!
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