Hi Pradeep,

Thanks for your reply!

I have tried it but have some issues with Inbound... its not executing correctly.

1.I want to do if the incident number is not found, then trigger email which I am doing using "task.no.snreference.found" in the last.

2. If the incident number matches but abc_reference_number is already populated with some value, now its again trying to update the same incident's "abc_reference_number " field with different value which is coming via external_reference.

Here is my code:

var status = email.body.status;

var targetRec   = new GlideRecord('incident');

targetRec.addQuery('number', email.body.reference_number);

//targetRec.addQuery('abc_reference_number', email.body.external_reference);

targetRec.query();

//If the incident has been found

if (targetRec.next()) {

  if (targetRec.abc_reference_number != "" || targetRec.abc_reference_number != "email.body.external_reference")//This is working even if the reference number is empty

  {

  gs.eventQueue("task.no.externalref.found", targetRec, email.body.external_reference, email.body_text);

  }

  else {

  targetRec.abc_reference_number = email.body.external_reference;

  var worknote = email.body.worknotes;

  targetRec.work_notes = worknote.replace(/<cr>/g, "\n");

  //targetRec.work_notes = String(email.body.worknotes);

  if(status == "Resolved" || status == "Closed")

  {

  targetRec.state = 6;

  targetRec.u_cause_code="Unknown";

  targetRec.u_resolution_code="Resolved By Third Party";

  targetRec.u_actual_affected_ci= targetRec.u_technical_service;

  }

  else {

  targetRec.state =status;

  }

  targetRec.update();

  }

}/*This code is not working

else {

  gs.eventQueue("task.no.snreference.found", targetRec, targetRec.number, email.body_text);

}*/