Reopen Resolved incidents when updated from email

Brian Sorensen
Giga Guru

‎06-04-2024 08:31 AM

We have come across an issue with the latest patch, and looking to see if something was not updated.

 

Previously when we Resolved an incident a user could reply to the email and it would re-open the incident and set the state from Resolved to In Progress.

Since the latest hot fix, this doesn't seem to happen.

The incident stays resolved and eventually closes, and the user then calls to complain that it was not fixed and only then do we catch that the incident was not re-opened.

 

Is there a business Rule or Inbound action I should review?

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12 REPLIES 12

Brian Lancaster
Tera Sage
In response to KKrabbenhoft

‎10-29-2024 11:32 AM

The link you gave doesn't work. What is the name of the other inbound action? All mine inbound actions for incident are set to 100 and are out of the box inbound actions.

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KKrabbenhoft
Tera Guru
In response to Brian Lancaster

‎10-31-2024 01:34 PM

Apologies for the link issue. Here is what was in the link.

I reviewed the inbound action and added that users need to add "please reopen" in the subject. This change resulted in the reply email working (sort of) the activity stream gets updated properly but the state is not changes from resolved state to the in-process state (2). The script below shows where I confirmed the [new Incident().reopen(gr, email)] does have what is needed to reopen the incident yet the incident state is not updating to [in progress]  
Anyone else having this issue? I am unable to resolve this at this point, I could use some guidance. 
Update Incident (BP) script is below. 

gs.include('validators');

if (current.getTableName() == "incident") {

    var gr = current;
        if (email.subject.toLowerCase().indexOf("please reopen") >= 0 && current.state == 6) {
        gr = new Incident().reopen(gr, email) || gr;
        
    }

    gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

    if (gs.hasRole("sn_incident_write") || gs.hasRole("itil")) {
        if (email.body.assign != undefined)
            gr.assigned_to = email.body.assign;

        if (email.body.priority != undefined && isNumeric(email.body.priority))
            gr.priority = email.body.priority;
    }

    if (gr.canWrite())
        gr.update();
}
 
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Brian Lancaster
Tera Sage

‎11-04-2024 10:04 AM

There are 2 things you need overall here. 

1. The updated inbound action which was already provided.

2. A mail script in your resolution notification that provides a mailto link. This link will open a new email with the appropriate formatted subject. Example mail script below. In mine I also tried to format the body to add the word reason to prompt the use to provide details in the body. It didn't really work most of the time the comments just say reason.

(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
          /* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
          /* Optional GlideRecord */ event) {

          // Add your code here
template.print('<a href="mailto:' +gs.getProperty('glide.reopen.email.to')+ '?subject=Re: Please Reopen the incident '+current.number+'&body=' +"Reason: "+'" font="Calibri">'+"Reopen"+'</a>');

})(current, template, email, email_action, event);
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