Need to inbound email action script for ticket creation

[siva14]

hello everyone,

we need help on inbound email script,

we have requirement that , whenever we received a mail from backup team, we need to look into their emails from last 2 hours , if we found the same attributes values repeats in their email body from last three emails, we need to create incident for the third email, attributes look like this , PFB screenshot, i have written the script to look in to email table but it's not working , anyone please help me that would be great help,

(note - Any one attribute value repeats in three emails also we can consider)

example, in the below screenshot , if location values repeats three times in the last three email, we need to consider to create incident

var senderEmail = email.from;

var emailBody = email.body_text.trim();

var emailCountGR = new GlideRecord('sys_email');

emailCountGR.addQuery('user_id', senderEmail).addOrCondition('user', senderEmail);

emailCountGR.addEncodedQuery('sys_created_on>=javascript:gs.beginningOfLast2Hours()');

emailCountGR.addQuery();

emailCountGR.addQuery('type', 'received');

emailCountGR.addQuery('receive_type', 'new');

emailCountGR.query();

while (emailCountGR.next()) {

var Locations = [];

var LocationPattern = /Location\s*:\s*(.+)/i;

   var body = emailCountGR.body.toString();

    var match = body.match(LocationPattern);

    }

}

#inbound #email #script 

[Nilesh Pol]

Hi @siva14 you verify with following updated Script:

(function processInboundEmail() {
var senderEmail = email.from;
var emailBody = email.body_text.trim();

var emailCountGR = new GlideRecord('sys_email');
emailCountGR.addQuery('user_id', senderEmail); 
emailCountGR.addOrCondition('user', senderEmail); 
emailCountGR.addEncodedQuery('sys_created_on>=javascript:gs.beginningOfLast2Hours()'); // Filter by last 2 hours
emailCountGR.addQuery('type', 'received'); 
emailCountGR.addQuery('receive_type', 'new'); 
emailCountGR.orderByDesc('sys_created_on'); 
emailCountGR.setLimit(3); 
emailCountGR.query();

var locations = [];

while (emailCountGR.next()) {
var body = emailCountGR.body_text.toString(); 

var locationPattern = /Location\s*:\s*(\S[\s\S]*?)(?=\n|$)/i;
var match = body.match(locationPattern); // Match the pattern in the email body

if (match && match[1]) {
locations.push(match[1].trim());
}
}

if (locations.length === 3 && locations[0] === locations[1] && locations[1] === locations[2]) {
var incidentGR = new GlideRecord('incident');
incidentGR.initialize();
incidentGR.short_description = "Location Repeated in 3 Emails: " + locations[0];
incidentGR.description = "The location: '" + locations[0] + "' has been repeated 3 times in the last 3 emails from the backup team.";
incidentGR.insert(); 
}
})(email);

[Mark Manders]

Why not do this through an inbound email flow? Trigger it on an email coming in from the backup team and then do a lookup to the other emails from the team of the last 2 hours. 

Set the location from the incoming email as flow variable (and the same with any other value) and loop through the other emails to find similar emails (you can add a 'count' variable to update the counter). If the counter reaches 3, you create an incident from the last email (you can even do a check to see if the incident already exist when the 4th or 5th email comes in.

[siva14]

Hi @Mark Manders , we can try , but i am struck with how to get the location value , and how to check with Other emails, if you help that would be great help

[Mark Manders]

I was struggling with this a while back myself, until I found the perfect solution for this. Check out Robert Fedoruk's video where he explains Ben Scherer's solution for this, which he shared on the share: https://developer.servicenow.com/connect.do#!/share/contents/8408077_parse_email_flow_action?v=2.4&t...

Parsing the values from email is a huge improvement and will work perfectly for getting the values you are after.