Close Inc via email

Stergios Stergi · ‎11-27-2023

Hello!

We are trying to implement a system where we close an incident via email.

We want to read the subject that will contain the INC number at the beginning.

The script is,

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

var emailSub = email.subject; // read the email Subject

emailSub = emailSub.substring(0,10);

var grTask = new GlideRecord('incident'); // Table = incident

grTask.addQuery('number', emailSub); // get the Inc Record

grTask.addQuery('active', true); // check if incident is active

grTask.query();

// if(grTask.next()){

grTask.state = 7 ; // 7 is choice code for close completed in sys_choice table for incident.

grTask.update();

// }

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

In the When to Run tab of the inbound action I have a couple of rules that filter out the incoming email that seem to work.

But it doesnt work.

Can someone take a look into the script?

Thank you so much in advance!

Prince Arora · ‎11-28-2023

@Stergios Stergi

Can you update the code as below and let me know please

grTask.state = 7;

grTask.close_code = "Workaround provided";

grTask.close_notes = "Closed from inbound action";

grTask.update();

If my answer solved your issue, please mark my answer as ✅ Correct & 👍Helpful based on the Impact.

View solution in original post

Community Alums · ‎11-27-2023

Hi @Stergios Stergi ,

Please refer to this thread : https://www.servicenow.com/community/developer-forum/how-to-close-incident-through-e-mail/m-p/196428...

Dr Atul G- LNG · ‎11-27-2023

Hi @Stergios Stergi

https://www.servicenow.com/community/developer-forum/how-to-close-incident-through-e-mail/m-p/196428...

https://www.servicenow.com/community/developer-forum/close-the-incident-via-email-notification/m-p/1...

https://www.servicenow.com/community/itsm-forum/how-do-i-close-an-incident-from-an-inbound-email/td-...

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Prince Arora · ‎11-27-2023

@Stergios Stergi

// if(grTask.next()){

grTask.state = 7 ; // 7 is choice code for close completed in sys_choice table for incident.

grTask.update();

// }

Why you have commented two lines?

Stergios Stergi · ‎11-27-2023

Hi @Prince Arora it was part of a test I did while trying to figure out how to do it.
I think that the IF there is not needed now.