Sorry - just now getting back to this.
Well, I did have the incident query for matching ticket number and if not found, create a new Incident - but for some reason, it's stopped working. It will UPDATE existing if found, but won't create new if not found. Weird.
I got the Cart API/Request inbound action to work perfectly.
For testing purposes, I created the script line for line, but for some reason the 'else' is breaking...new incidents are not being created.
var numberPattern = "/[0-9]{7}/"; //Looking for # (2 occurrences) followed by 0-9 numbers (5 occurrences) followed by # (2 occurrences)
var reg = new SNC.Regex(numberPattern);
var matchedNumber = reg.match(email.subject);
if (JSUtil.notNil(matchedNumber)) { //matchedNumber will be NULL if a match is not found in the email subject. If NULL we know this is a new email
var incidentRec = new GlideRecord("incident");
incidentRec.addQuery("u_company_incident_number", matchedNumber); //Update this with your old ticket number field column name
incidentRec.query();
if (incidentRec.next()) {
incidentRec.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
incidentRec.update();
}
} else {
// Below is the out of the box code
current.caller_id = gs.getUserID();
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;
current.category = "request";
current.incident_state = 1;
current.notify = 2;
current.contact_type = "email";
if (email.body.assign != undefined)
current.assigned_to = email.body.assign;
if (email.importance != undefined) {
if (email.importance.toLowerCase() == "high")
current.priority = 1;
}
if (email.body.priority != undefined)
current.priority = email.body.priority;
current.insert();
}
