Forward Email Inbound Action to update existing Incident ticket else create New ticket if water mark does not exist (example Ref:MSG0770942_4Ju0hb8cK71qaxkpHUb4 )
Below is our configuration setup. Currently it is creating new Incident for all Forwarded email which contains Incident number and watermark.
Action
// Note: current.opened_by is already set to the first UserID that matches the From: email address
current.caller_id = gs.getUserID();
current.comments = "forwarded by: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;
current.description = email.body_text;
current.category = "inquiry";
current.incident_state = IncidentState.NEW;
current.notify = 2;
current.contact_type = "email";
current.assignment_group = 'd5f7451fdb4fb30085393aac7c9619e0'; // TCS Automation Engine
//if (email.body.assign != undefined)
// current.assigned_to = email.body.assign;
current.insert();
