Inbound Email Actions - able to match an existing incident based on a ticket number from previous ticketing system being migrated over to SN?

[bcronrath]

We are migrating over to SN from a previous ticketing system.   Part of the migration will involve tickets that are already open in the old system, and clients will be expecting to still be able to reply to the old ticket subject lines for those tickets and get a response.   I can get emails to update existing incidents in our service now dev instance if I include the SN incident number format in the subject line, so moving forward it should be fine, however for those other tickets that we will be importing in that include the old format of ticket numbers (does not have "INC" in the ticket format) is there a way we can script our inbound email actions for incident updates to check on a different style of ticket number format?

Best regards,

Brian

[Josh80]

Hello Michael

The orders are 'ok'...70, 90, 100...with 100 being the standalone 'create incident'.

It just skips the 'stop processing event.   The one I have posted is for request...but same format for SC Request.

//	Note: current.opened_by is already set to the first UserID that matches the From: email address

var numberPattern = "/[0-9]{7}/"; //Looking for # (1 occurrence) followed by 0-9 numbers (7 occurrences)

var reg = new SNC.Regex(numberPattern);

var matchedNumber = reg.match(email.subject);

//var sub1 = email.subject_text;

//var sub2 = sub1.match (new RegExp('[0-9]{7}'));

//var matchedNumber = sub2[0];

if (JSUtil.notNil(matchedNumber)) { //matchedNumber will be NULL if a match is not found in the email subject.

var incidentRec = new GlideRecord("incident");

      incidentRec.addQuery("u_company_incident_number", matchedNumber);

      incidentRec.query();

      if (incidentRec.next()) {

	incidentRec.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
	incidentRec.update();
	var emailRec = new GlideRecord("sys_email");
		emailRec.addQuery("uid", email.uid);
		emailRec.orderByDesc("sys_created_on");
		emailRec.query();
			if(emailRec.next()){
				GlideSysAttachment.copy("sys_email", emailRec.sys_id, "incident", incidentRec.sys_id);

}

	}

else{

current.caller_id = gs.getUserID();

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

current.short_description = email.subject;

current.description = email.body_text;

current.assignment_group.setDisplayValue('a3a8e12f3701de0029156ec2b3990e27');

current.category = "Voice";

current.incident_state = 1;

current.notify = 2;

current.contact_type = "email";

current.impact = 2;

current.urgency = 2;

current.assignment_group.setDisplayValue('a3a8e12f3701de0029156ec2b3990e27');

current.u_company_incident_number = email.body.call_no;

//current.watch_list = 'DoNotReply_TestSystem@IOT.IN.GOV';

	if (email.body.assign != undefined)
		current.assigned_to = email.body.assign;
	if (email.importance != undefined) {
		if (email.importance == "High")
			current.priority = 1;
	}
	if (email.body.priority != undefined)
		current.priority = email.body.priority;
	current.insert();

}

}

[Michael Ritchie]

What release are you on?   Geneva has a useful "Stop Processing" checkbox on the inbound action itself.   If you are on Geneva try that.   But your setup sounds complicated and maybe we need to rethink what you are doing.   How are you distinguishing an incident from a sc_req_item vs a sc_request vs whatever other tables you have inbound email actions for?   Maybe these all need to be combined into 1.

The stop_processing is in the right place so if its not working you may want to check with Support to see if there is a known issue.

[Josh80]

Hello Michael

Actually got it to work...had to insert 'stop processing' line in 2

different places - both in the update and in the create new. I had the

stop processing line in the same place in the update part but it didn't

work...I ended up removing and replacing with no indentation on that line.

I wouldn't have though that would have worked, but it did....so everything

works now and subsequent higher order Inbound actions don't trigger. Thanks

Josh

On Wed, Mar 9, 2016 at 5:51 PM, michael.ritchie <

[DesiraeSaysanav]

I know this is an older thread, however this is exactly what i am trying to do only i need it to search for IN + 6 digits (IN123456) from the subject line. I am not great at coding so any suggestions would be great!

Thank you!

//       Note: current.opened_by is already set to the first UserID that matches the From: email address  

var numberPattern = "/[0-9]{6}/"; //Looking for 0-9 numbers, six numbers in total  

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_client_ticket_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();  

  }

      current.insert();  

}  

[Michael Ritchie]

Desirae, no worries happy to help.   It just a slight modification to the numberPattern value:

//       Note: current.opened_by is already set to the first UserID that matches the From: email address 

var numberPattern = "/IN\[0-9]{6}/"; //Looking for IN plus 0-9 numbers, six numbers in total 
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_client_ticket_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(); 

   }
       current.insert(); 
}