Inbound email action issue

[mohanambalnanja]

Hi,

I have created an inbound action to create "incident" whenever email is received from specific email ID and subject.

While testing, I have sent an email from my email ID with specific subject. Incident is created when I sent an email from my email ID. But it didn't create the incident when the email is from that specific email ID. Email ID is present in ServiceNow.

Below is my script. 

var callerEmailAddress = email.body.caller;             //Set Caller Details

    var user = new GlideRecord('sys_user');

    user.addQuery('email', callerEmailAddress);

    user.query();

    if (user.next())

    {

        current.caller_id = user.sys_id;

    }

    var configurationItemName = email.body.dashboard_name; // Set Configuration Item

    var configurationItem = new GlideRecord('cmdb_ci');

    configurationItem.addQuery('name', configurationItemName);

    configurationItem.query();

    if (configurationItem.next())

    {

        current.setValue("cmdb_ci", configurationItem.sys_id);

    }

    var businessServiceName = email.body.business_service; // Set Business Service

    var businessService = new GlideRecord('cmdb_ci_service');

    businessService.addQuery('name', businessServiceName);

    businessService.addQuery('u_active', true);

    businessService.query();

    if (businessService.next())

    {

        current.setValue("u_business_service", businessService.sys_id);

    }

    var group = email.body.assignment_group;                // Set Assignment Group

    var GROUP_TYPE_ASSIGNABLE = "463cd4901b38e510c900a6c7b04bcbeb";

    var userGroup = new GlideRecord('sys_user_group');

    userGroup.addQuery("type", "LIKE", GROUP_TYPE_ASSIGNABLE);

    userGroup.addQuery("name", group);

    userGroup.query();

    if (userGroup.next())

    {

        current.setValue("assignment_group", userGroup.sys_id);

    }

    var workNotes = '\nWork Notes: '+email.body.work_notes;  //Update work notes

    var owner = '\nOwner: ' + email.body.owner;            

    var developerEmailID = '\nDevelopers Email Ids: ' + email.body.developers_email_ids;

    var requestedEmailID = '\nRequested Email Ids: ' + email.body.requested_email_ids;

    var dashboardURL = '\nDashboard URL: ' + email.body.dashboard_url;

    var region = '\nRegion: ' + email.body.region;

    var country = '\nCountry: ' + email.body.country;

    var brachName = '\nBranch Name: ' + email.body.branch_name;

    current.work_notes = workNotes+owner + developerEmailID + requestedEmailID + dashboardURL + region + country + brachName;

    current.insert();

}

[Sohail Khilji]

which field mapping is missed can you share...?

[mohanambalnanja]

Below are the field details.

Caller, Assignment Group, Configuration Item, Business service and work notes. 

[mohanambalnanja]

This is the email which we receive for inbound action.

From the email body, I am taking the details and passing it in incident form. 

[Amit Pandey]

Hi @mohanambalnanja 

This should work-

var assignmentGroup = new GlideRecord('sys_user_group');
assignmentGroup.addQuery('name', assignmentGroup);
assignmentGroup.query();
if (assignmentGroup.next()) {
    current.assignment_group = assignmentGroup.sys_id;
}

if (workNotes) {
    current.work_notes = 'Work Notes: ' + workNotes;
}

You can make changes for other fields as well.

Regards,

Amit

[mohanambalnanja]

No. It didn't  work. Thanks for the update.