Inbound email actions without re: prefix

chinna · ‎01-28-2019

Actually my requirement if a provider send a new email with existing incident number, its updating the existing incident.

am tried in different ways am not able to do,it creating a new incident

IT is possible? with a new email subject contains existing number we can update the same incident ?

Can Someone Help me on this?

Dubz · ‎02-01-2019

Dude. i don't even know where to start with this!

The code you've posted that is apparently working doesn't look likely to work at all. Can you check the email logs of some inbound messages from your provider that you think were processed by this inbound action and just confirm which inbound action actually picked them up?

1. You're getting the indexOf('INC') in you mcn1 variable but then making a substring of that index+1 so you'll end up with 'NC12345678'

2. You're then making an incNum variable with substrings of an inc variable that doesn't exist

3. You're also using a regex to find a string of 7 numbers

4. You're then running a glide record where you are trying to find a record where the number field matches the content of 3 different variables that you've populated with different values. THIS WILL NEVER RETURN ANY RESULTS!

Say the number field is INC12345678, your mcn1 variable will be NC12345678, your incNum variable will be undefined and your matchedNumber variable will be 1234567. None of them would work on their own and they certainly won't work when your query requires all of them to match the number field!

You can try the code below but without knowing your instance or being able to troubleshoot myself i'm kinda shooting in the dark.

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
 
var sub = email.subject; 
var index = sub.indexOf('INC'); 
var mcn1 = sub.substring(index,index+10);

gs.log('this is the inc ref: ' + mcn1);

var index1 = sub.indexOf('[OS');
var index2 = sub.indexOf(']');
var mcn = sub.substring(index1,index2+1);

gs.log('this is the provider ref: ' + mcn);

var gr = new GlideRecord('incident');
gr.addQuery('number',mcn1);
gr.query();
if(gr.next()){ 

gs.log("Test8 inside if"+gr.number+"mission-->"+gr.u_external_ticket_reference);

gr.comments="UPDATE FROM OPEN SYSTEM ";
gr.u_external_ticket_reference=mcn;
gr.work_notes = "received from: " + email.origemail + "\n\n" + email.body_text;
gr.update();
}
}
})(current, event, email, logger, classifier);

Write exactly that and let me know what the gs.log's come back as maybe i can help further, we'll see!

View solution in original post

Ajaykumar1 · ‎01-28-2019

Hi,

Create a new Inbound action with type reply and appropriate conditions.

Regards,
Ajay

asifnoor · ‎01-28-2019

Hi Chinna,

By default, if an email has no identifiable watermark, an inbound email action attempts to create an incident from the message. If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script.

Without watermark, you cannot update the same incident through available OOTB Inbound email actions.

However, you can create your own inbound action which reads the subject and fetches the sys_id based on that and can update the record.

Mark it as correct/helpful if this helps you.

Veer MS · ‎01-28-2019

Hi, Chinna,

Below Article might be helpful.

Reply emails with Re: prefix

Thanks

Veer

asifnoor · ‎01-28-2019

Hi Chinna,

If this has answered your question, kindly mark my answer as correct so that the thread is closed and others get benefitted from this.

Thanks,