set the priority of incidentsp as per the subject line in email (inbound email actions)

[Gaddam Sai Srut]

I had created incidents using inbound email actions but customer wants them to be created according to priority. for example if email subject line contains Non critical then the incident should be created with medium priority. if the email subject contains critical then the incident should get created with high priority. can i know how to achieve this. I tried using the below script in inbound email action but its not working. 

current.caller_id = gs.getUserID();
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;
if(email.subject.indexOf("critical")>-1)
{
current.impact= "1";
current.urgency= "1";
current.priority= "1";
}
else if(email.subject.indexOf("Non critical")>-1)
{
current.impact= "2";
current.urgency= "2";
current.priority= "3";
}
current.incident_state = IncidentState.NEW;
current.category= "Scheduled Job Failure";
current.description= email.body_text;
current.insert(); 

[BharathChintala · Accepted solution]

@Gaddam Sai Srut 

var sub = email.subject;

current.caller_id = gs.getUserID();
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = sub;

if(sub.indexOf("critical")>-1)
{
current.impact= "1";
current.urgency= "1";
current.priority= "1";
}
else if(sub.indexOf("Non critical")>-1)
{
current.impact= "2";
current.urgency= "2";
current.priority= "3";
}
current.incident_state = IncidentState.NEW;
current.category= "Scheduled Job Failure";
current.description= email.body_text;
current.insert(); 

[BharathChintala · Accepted solution]

@Gaddam Sai Srut 

var sub = email.subject;

current.caller_id = gs.getUserID();
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = sub;

if(sub.indexOf("critical")>-1)
{
current.impact= "1";
current.urgency= "1";
current.priority= "1";
}
else if(sub.indexOf("Non critical")>-1)
{
current.impact= "2";
current.urgency= "2";
current.priority= "3";
}
current.incident_state = IncidentState.NEW;
current.category= "Scheduled Job Failure";
current.description= email.body_text;
current.insert(); 

[Gaddam Sai Srut]

@BharathChintala 

The code is working fine but there is same keyword "Critical" in both the conditions so the incidents are getting with same priority. can you help me to generate them with different priorities with out changing the keyword. 

[BharathChintala · Accepted solution]

@Gaddam Sai Srut 

You can try like ask them to send critical or non critical in starting of subject

then in script

var sub = email.subject;

current.caller_id = gs.getUserID();
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = sub;

if(sub.indexOf("Critical")==0)
{
current.impact= "1";
current.urgency= "1";
current.priority= "1";
}
else if(sub.indexOf("Non")==0)
{
current.impact= "2";
current.urgency= "2";
current.priority= "3";
}
current.incident_state = IncidentState.NEW;
current.category= "Scheduled Job Failure";
current.description= email.body_text;
current.insert(); 

[Gaddam Sai Srut]

Hi @BharathChintala,

This worked. Thankyou for the solution.