Rather than the baseline Inbound Action "Update Incident (BP)" which reopens a Closed Incidents if its replied to with the subject line "please reopen," we'd like any reply to closed incident to result in opening a new incident.
I thought I had the inbound action script sorted out, but trying to test in our DEV instance, however, it doesn't seem to be working for me and I was wondering if anyone could help figure it out?
I inactivated Update Incident (BP), reopening close incidents isn't functionality we want, and I made a new Inbound Action using this script:
(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
// Implement email action here
gs.include('validators');
if (current.getTableName() == "incident") {
var gr =current;
if (gr.state ==IncidentState.CLOSED) {
var sg = new GlideRecord('table_name');
sg.newrecord();
sg.setValue('short_description',email.subject.toString());
sg.setValue('description',email.body.toString());
// set remaining values
sg.setValue('field_name','set_the value');
sg.insert();
} else {
gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
if (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;
}
gr.update();
}
}
})(current, event, email, logger, classifier);But, when I reply to a closed ticket email to test, my Received Mailbox is recording the emails with the following message: "did not create or update incident using current" and no new Incident is opened... are you able to see what I'm doing wrong?
Thanks!
Sure thing, the inbound action settings are:
And the script itself is:
(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
// Implement email action here
gs.include('validators');
if (current.getTableName() == "incident") {
var gr =current;
if (gr.state ==IncidentState.CLOSED) {
var sg = new GlideRecord('table_name');
sg.newrecord();
sg.setValue('short_description',email.subject.toString());
sg.setValue('description',email.body.toString());
// set remaining values
sg.setValue('field_name','set_the value');
sg.insert();
} else {
gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
if (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;
}
gr.update();
}
}
})(current, event, email, logger, classifier);
