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

Veer MS · ‎01-28-2019

Hi, Chinna,

Below Article might be helpful.

Reply emails with Re: prefix

Thanks

Veer

Dubz · ‎01-28-2019

Create an inbound action for the type 'New', set the order to less than your create incident inbound action and set it to trigger when the subject contains 'INC', the following code should go ahead and find the incident it is related to and update the relevant section:

gs.include('validators');

var index = email.subject.indexOf("INC");
var incNumber = email.subject.substring(index,index+10); //change this depending on how long your incident references are

var gr = new GlideRecord('incident');
gr.addQuery('number', incNumber);
gr.query();
if(gr.next()) {
	
	if(email.subject.toLowerCase().indexOf("worknotes") >= 0){
		gr.work_notes = "reply from: " + email.origemail + "\n\n" + email.body_text;
		gr.update();
		event.state="stop_processing";
	}
	else{
		gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
		gr.update();
		event.state="stop_processing";
	}
}

chinna · ‎01-28-2019

Hi David,

I tried your code also,its not creating a incident.

The target field should be empty. PFA

Can u pls help me on this

Dubz · ‎01-28-2019

I thought the point was to not create an incident but to update an existing incident? Check the order of your inbound actions perhaps?

chinna · ‎01-28-2019

Yes, i want to update the existing not to create new one.

my requirement like without watermark and without re: prefix,subject line contains INC(incident Number) need to update the existing one.

try to suggest me,am new scripting part.

Thanks,

Chinna