Inbound Action with specific Subject

[atul_05]

Hello Team,

I have a requirement to create a Inbound email action. My requirement is that subject will contain "

CETARIS MAINTENANCE MICROSOFT: Add PO Number" in which 

CETARIS MAINTENANCE will be unique and Microsoft and Add PO Number will need to updated in SC TASK variables.

Problem is, there is already a inbound that creates a ticket when an email is sent to purchasetopaysupport@ubz.com and below is the code

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

createRequest();

function createRequest() {

var user = '';

var gr = new GlideRecord("sys_user");

gr.addActiveQuery();

gr.addQuery("email", 'LIKE', email.from);

gr.query();

if (gr.next()) {

user = gr.getUniqueValue();

} else {

user = '5136503cc611227c0183e96598c4f706'; //guest user

}

var cartId = GlideGuid.generate(null);

var cart = new Cart();

var item = cart.addItem("3b7b5f0c1ba2e150a5acdc66b04bcbcc"); // purchasetopaysupport

cart.setVariable(item, 'requested_for', user);

cart.setVariable(item, 'subject', email.subject.toString());

cart.setVariable(item, 'body', email.body_html);

var rc = cart.placeOrder();

var ritm = new GlideRecord('sc_req_item');

ritm.addQuery('request', rc.sys_id);

ritm.query();

if (ritm.next()) {

GlideSysAttachment.copy('sys_email', sys_email.sys_id, 'sc_req_item', ritm.sys_id);

ritm.requested_for = user;

ritm.u_requested_for = user;

ritm.opened_by = user;

//ritm.assignment_group = "4b1bdf9fdbafa200701a79fdae9619c4";

ritm.short_description = email.subject;

ritm.contact_type = 'email';

sys_email.instance = ritm.sys_id;

sys_email.target_table = 'sc_req_item';

sys_email.update();

ritm.update();

}

}

})(current, event, email, logger, classifier);

Now there is a new requirement that the team will send email to ServiceNow with this specific subject line "CETARIS MAINTENANCE MICROSOFT: Add PO Number" in which CETARIS MAINTENANCE will be unique and the rest will change and the email will be sent to same email address = purchasetopaysupport@ubz.com

Also when a RITM is created it has a SCTASK so if the subject line contains CETARIS MAINTENANCE then the variables of the SCTASK should automatically update the below values

category should be set to "Customer Service"
inquiry should be set to "MAINTENANCE/CETARIS"
vendor_name should be set to MICROSOFT
provide_details_of_request should be set to Add PO

thanks in advance for your help. I was suggested to create a new inbound for the specific subject line. Any help on this would be appreciated. Thanks!!

[Mani A]

(function runAction(current, event, email, logger, classifier) {

    // Check if the subject contains "CETARIS MAINTENANCE" followed by vendor and action

    var subjectPattern = /^CETARIS MAINTENANCE (.+): (.+)$/;

    var matches = email.subject.toString().match(subjectPattern);

    if (matches) {

        var vendor_name = matches[1].trim(); // Extract vendor name

        var provide_details_of_request = matches[2].trim(); // Extract action

        createRequest(vendor_name, provide_details_of_request);

    } else {

        // Handle other cases or log a message if the subject doesn't match

        logger.info("Email subject does not match expected pattern.");

    }

    function createRequest(vendor_name, provide_details_of_request) {

        var user = '';

        var gr = new GlideRecord("sys_user");

        gr.addActiveQuery();

        gr.addQuery("email", 'LIKE', email.from);

        gr.query();

        if (gr.next()) {

            user = gr.getUniqueValue();

        } else {

            user = '5136503cc611227c0183e96598c4f706'; //guest user

        }

        var cartId = GlideGuid.generate(null);

        var cart = new Cart();

        var item = cart.addItem("3b7b5f0c1ba2e150a5acdc66b04bcbcc"); // purchasetopaysupport

        cart.setVariable(item, 'requested_for', user);

        cart.setVariable(item, 'subject', email.subject.toString());

        cart.setVariable(item, 'body', email.body_html);

        var rc = cart.placeOrder();

        var ritm = new GlideRecord('sc_req_item');

        ritm.addQuery('request', rc.sys_id);

        ritm.query();

        if (ritm.next()) {

            GlideSysAttachment.copy('sys_email', event.sys_id, 'sc_req_item', ritm.sys_id);

            ritm.requested_for = user;

            ritm.u_requested_for = user;

            ritm.opened_by = user;

            ritm.short_description = email.subject;

            ritm.contact_type = 'email';

            // Update SCTASK based on the specific subject line

            var sctask = new GlideRecord('sc_task');

            sctask.addQuery('request_item', ritm.sys_id);

            sctask.query();

            if (sctask.next()) {

                sctask.category = "Customer Service";

                sctask.inquiry = "MAINTENANCE/CETARIS";

                sctask.vendor_name = vendor_name;

                sctask.provide_details_of_request = provide_details_of_request;

                sctask.update();

            }

            ritm.update();

        }

    }

})(current, event, email, logger, classifier);