I'm looking to find a way to have SNOW automatically check if tickets are active/closed.

[dcoyne1]

If i give the system a list of INC's is there a way to have it check if they are "anything other than 'Closed'" or "closed".

[Kalaiarasan Pus]

nearly what you are asking for

[Jim Coyne · Accepted solution]

This is how you can do it:

1. create an event called "u.nagios.incident.report" in the Event Registry

2. an Inbound Email Action that reads your incoming email.   It's real simple, just firing an event with the Incident #s as a parameter and, if you have the "Ordered Email Processing" plugin installed, will stop further processing of the email:

Condition:   email.subject.toLowerCase().indexOf("nagios incident report") > -1

Script:

(function(){

   gs.eventQueue("u.nagios.incident.report", null, email.body_text, "");

   event.state="stop_processing";

})();

3. an Email Notification that reports back on their status.   It is a simple mail_script block that queries the Incidents (it assumes you are sending the Incident #'s in a comma separated format in the email message [eg. INC0000048,INC0000049])

<mail_script>

   var gr = new GlideRecord("incident");

   gr.addEncodedQuery("numberIN" + event.parm1);

   gr.query();

   while (gr.next()) {

   template.print(gr.getValue("number") + " - " + gr.getDisplayValue("state") + "<br/>");

   }

</mail_script>

You can obviously add whatever you need to the notification to pretty it up.

That will basically do the work for you, although you may have to tweak a few things to work in your particular environment.   I've attached XML files of the 3 records you need if you want to import and play around with the solution.