How to update Inbound Email and not create a new one with the same condition?

[toulauj]

So this is a scenario, I am trying to create an Inbound Email action for the Windows Server team and they would like for it to create an automated Incident. These are outages and sometimes will have two or three outages email being sent out a night.

I created an Inbound Email that takes a simple condition and creates a Incident on the very first email alert. However, when the same email sends it a second time around, it is creating a new Incident. I would like it to update the current Incident instead of creating a new one. I have tried playing with the "Type" and set it to "Reply" (which does not make sense) on the Inbound Email. I want to know if this is even possible?

I have a Inbound Email that takes email.from.indexOf('TSMSAT01@Brunswick.com') >= 0 for a condition. I would really appreciate if anyone has any idea.

[toulauj]

Shoaib,

The inbound email script goes before the if(incUpdated == false){ current.insert(); }

[sheths]

Thank you

Shoaib

[athompson]

Hello, I have a similar use case - I have automated emails coming in with incident notifications and a new servicenow incident is created for each email. I would like emails with the same subject to be added to the first incident.

I tried using the above code by creating a new inbound email action, but when I activate it all email updates stop. Can anyone give the proper context for using this code? Should I add that code to an existing inbound action instead?

Thanks,

Adam

[sheths]

Adam,

This is how we have used it and works for us. Below is full inbound action that checks for open incidents and updates an incident if it matches the condition and is not in resolved or closed state.

If no open incidents found for then a new incident is created.

//Check for Current Open Incident and Update

var eSubject = email.subject;

var grInc = new GlideRecord('incident');

var grEmail = new GlideRecord('sys_email');

var incUpdated = false;

grEmail.addEncodedQuery('sys_created_onONToday@javascript:gs.daysAgoStart(0)@javascript:gs.daysAgoEnd(0)^subject=' + eSubject);

grEmail.query();

if(grEmail.getRowCount != 0){

      while(grEmail.next() && incUpdated != true){

              grInc.get(grEmail.instance);

            if(grInc.active == true && grInc.state < 6){   //is the existing incident active and not in closed or resolved state

                      incUpdated = true;

                      grInc.work_notes = '\nFrom: ' + email.from + '\nTo: ' + email.to + '\nSubject: ' + email.subject + '\n\n' + email.body_text;

                      grInc.update();

              }

      }

}

if(incUpdated == false){               // If existing incident not found create new

      current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;

      current.short_description = email.subject;

      current.description = email.body_text;

      var sid = gs.createUser(email.from);

      current.caller_id = sid;

      current.u_category = "Help/Assistance";

      current.u_subcategory = "Network";

      current.u_subcategory_2 = "Access Control";

      current.state = 2;

      current.contact_type = "email";

      current.assignment_group.setDisplayValue("Grp_Snow_Service Desk");

      current.u_owner.setDisplayValue("Grp_SNow_Service Desk");

      current.impact = 3;

      current.urgency = 1;

      current.insert();

}

I hope this helps.

Shoaib

[pratik_limbore]

Hi Jordon/Tou,

The method mentioned by Jordon works correctly, by if you check the logs, the Target field for the incoming email is not setup. Is there a way we can update the Logs so that it reflects the correct target for an email

Thanks and regards,

Pratik Limbore