Incoming email - prioritizing to critical

[mautry]

I took out the default on the Urgency/Impact fields to force my technicians to think about the priority and set it properly. Since this has been done, we are having an issue with inbound emails setting the priority to Critical somehow. It doesn't happen with all emails and I haven't discovered what is triggering this. Keep in mind Priority is a calculated field and when this happens, the Urgency and Impact are still set at 'none'. Ideas?

[Aaron40]

With your inbound rules is there a possibility the end user has the ability to manually set the priority to whatever they want through the email body? Ie (using something like: priority:1 in the body of the email).

[mautry]

I am not a scripter but this is what we have set on the Create Incident action (I'm guessing it's that "email.importance" line but I'm not sure where that is grabbed from the email):

var sid = gs.createUser(email.from);

current.requested_by = sid;
current.requested_for = sid;
current.opened_by = sid;
current.description = email.body_text;
current.contact_type = "email";
current.setDisplayValue("assignment_group","Helpdesk");

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();

[Aaron40]

From the code you posted, if they flag it in Outlook (or any other email application) as HIGH IMPORTANCE), it'll automatically increase the priority to a P1. In practice it's good to not give all end users this ability or you'll end up seeing a lot of P1 incidents.

[mautry]

So I thought I had this fixed by changing the Importance Flag emails to a 3 from above script but I think something in the body of the email is triggering as well. I believe if I change the below portion of the script I may be able to resolve. I'm not sure though what in the body of the email is triggering this importance. I couldn't see anything in the email. Any suggestions?


if (email.body.priority != undefined)
current.priority = email.body.priority;