you can try something like

current.assigned_to.setDisplayValue(email.body.assignedto);

That should set the value based on the name.   The problem there is that the first John Smith in the list will be the assigned_to value.

-Chris

Thanks, Chris

This was also helpful. Allowed me to use the names instead of sys_ids.

I have a similar issue to Nick's.

Here is my script:

if (email.importance != undefined) {

     if (email.importance.toLowerCase() == "high")

           current.priority = 1;

}


if (email.body.priority != undefined)

     current.priority = email.body.priority;


if (email.body.category != undefined)

   current.category = email.body.category;


if (email.body.sub != undefined)

   current.subcategory = email.body.sub;


if (email.body.desc != undefined)

   current.work_notes = email.body.desc;


if (email.body.impact != undefined)

   current.impact = email.body.impact;


if (email.body.urgency != undefined)

   current.urgency = email.body.urgency;


if (email.body.group != undefined)

   current.assignment_group = email.body.group;


if (email.body.assignee != undefined)

   current.assigned_to = email.body.assignee;


current.insert();


event.state="stop_processing";

Email is:

Subject: [whatever you want it to be]

Content:

 Requestor: Joe User
 Category: Infrastructure
 Sub: Network
 Impact: 1
 Urgency: 1
 Group: Infrastructure
 Assignee: Joleen Technician
 Desc: Critical: node down triggered for Seattle 20th floor Switch 4

I can get the script to interpret/populate everything but the Assignment Group.   Not sure why I can't get that to work...I've looked at assignment rules, dictionary, field settings, business rules.   Anybody have an idea?

Hi Ewan,

Did you use Chris' suggestion to use current.assignment_group.setDisplayValue() rather than direct assignment? Given that the inbound value for assignment group int hat email is "Infrastructure" rather than they sys_id of the Infrastructure group, you can't use direct assignment (reference fields have a value- a sys_id, and a display value- like a name). Since you're getting the name in your email, you need to either try setting that (and let the system look up an appropriate sys_id for a group with that name), or explicitly do the query yourself, find the right group, and assign it's sys_id to current.assignment_group.

That was it!   Thanks Cory.