There is no record found but sys id and number is created while using inbound email action, how to resolve this?

[Pragyan das]

The below script is used in Inbound action to create incident if no record is found:-

 else { //Create a new Incident if no original reference is found

    gs.log('Email sys_id: ' + sys_email.sys_id + ' ELSE statement: Creating new Incident because no original reference was found');

    var newInc = new GlideRecord('incident');

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

    newInc.short_description = email.subject;

    var userObj = new GlideRecord('sys_user'); //get user Object

    if (userObj.get('email', email.from)) {

        newInc.caller_id = userObj.sys_id;

        newInc.opened_by = userObj.sys_id;

        gs.log("check4");

        //Update location and country of caller to United Kingdom

        var usr_uk = new GlideRecord("sys_user");

        usr_uk.addQuery("sys_id", userObj.sys_id);

        usr_uk.query();

        if (usr_uk.next()) {

            var role = new GlideRecord('sys_user_has_role');

            role.addQuery('user', usr_uk.sys_id);

            role.addQuery('role', 'a830c07a87b8cd5088d00e150cbb3531');

            role.query();

            if (!role.next()) {

                role.initialize();

                role.user = usr_uk.sys_id;

                role.role = "a830c07a87b8cd5088d00e150cbb3531";

                role.insert();

            }

            usr_uk.location = gs.getProperty('location.uk');

            usr_uk.location.country = 'United Kingdom';

            usr_uk.update();

        }

    } else {

        //If the email address cannot be matched to a user, we want ServiceNow to create the record

        //on behalf of the default "Guest" account

        newInc.caller_id = gs.getUserID();

        newInc.opened_by = gs.getUserID();

        gs.log("test exe 2");

        //newInc.caller_id.location = gs.getProperty('location.uk');

    }

    newInc.assignment_group = gs.getProperty('PEXAUKSupportCenter');

    newInc.incident_state = 1;

    newInc.notify = 2;

    newInc.contact_type = "Email";

    newInc.u_category = "incident_uk";

    newInc.location = gs.getProperty('location.uk');

    //newInc.caller_id.location =gs.getProperty('location.uk');

    //newInc.caller_id.location.country = 'United Kingdom';

  if (email.importance != undefined)

        if (email.importance == "High")

            newInc.priority = 1;

    if (email.body.priority != undefined)

        newInc.priority = email.body.priority;

    newInc.insert();

    gs.log("Check5 PTR:" + newInc.sys_id + newInc.caller_id + newInc.u_category + "" + newInc.number);

    updateEmailtarget(newInc.sys_id);

    attachFiles(newInc.sys_id);

}

Logs:-

Check5 PTR :ef41338d87791510c54c0e170cbb356c5136 503cc611227c0183e96598c4f706 incident_uk PTR1244382

I logs sys id and number is there,but no record in table.

[Pavankumar_1]

Hi,

You have to use newInc.initialize(); this before inserting the incidents. This is the reason for that you are not able to see in backend but it will show those details but it will not save.

replace below code on last of your code or add below line in your code.

if (email.body.priority != undefined){

       newInc.initialize();  //add this line it will works

        newInc.priority = email.body.priority;

    newInc.insert();

    gs.log("Check5 PTR:" + newInc.sys_id + newInc.caller_id + newInc.u_category + "" + newInc.number);

    updateEmailtarget(newInc.sys_id);

    attachFiles(newInc.sys_id);

}

}

Hope you it helps you.

Please Mark ✅ Correct/helpful if applicable, Thanks!! 

Regards

Pavankumar

[Pragyan das]

Hi Pavan,

Thanks for the reply.

Actually, this code is working fine in my development instance and creating record but not working in pre-prod

[Pavankumar_1]

Hi,

is it triggering the email action?

have you kept any logs ?

Thanks,

Pavankumar

[Pavankumar_1]

Hi @Pragyan das ,

If you issue resolved please close the thread so that others will get benefit.

Please Mark ✅ Correct/helpful if applicable, Thanks!! 

Regards

Pavankumar