question Re: Inbound Action Script in ITOM forum

Inbound Action Script

nickskaggs — Thu, 05 Nov 2015 18:27:41 GMT

Using Eureka

I am trying to craft an inbound action script to scrub the body of an inbound email and create an incident with the desired fields populated and routed to the appropriate groups.

Below is the inbound email; body starts on line 6:

From: Reports Issues [mailto:contoso@contoso.com]
Sent: Wednesday, October 28, 2015 12:43 PM
To: <person@contoso.com
Subject: Import Banner Issue

IssueId: 4221
Priority: 3 - Moderate
State: Work In Progress
Product: Banner
ConfigurationItem: Banner
AssignmentGroup: Banner Financial Aid
AssignedTo: Person Assigned
AssignedToEmail: person1@contoso.com
IssueOwner: Tess Passey
IssueOwnerEmail: person2@contoso.com
ShortDescription: Self-service - implement Web Snapshot
Description: want to look into implementing Web Snapshot. should be a part of FA Self-Service release 8.12.
DateCreated: 01/06/2012

This is the inbound action I have created thus far, but I don't think I am interpreting the wiki info to route these correctly:


current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;
current.incident_state = 1;
current.notify = 2;
current.contact_type = "email";
current.caller_id = gs.getUserID();
if(email.body.configurationitem != undefined) {
 current.tsnoc   = email.body.configurationitem; 
 }
if(email.body.assignmentgroup != undefined) {
 current.d7bc71eec5a2c900fadf7cf8915b2ea0 = email.body.assignmentgroup; 
 }
if(email.body.assignedto != undefined) {
 current.d4dece082b9501001e1c5dd417da15e1 = email.body.assignedto; 
 }
current.insert();
event.state="stop_processing";

I already have some basic IA's working, but those do not get much more detailed than the basics:

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

current.short_description = email.subject;

current.incident_state = 1;

current.notify = 2;

current.contact_type = "email";

current.caller_id = gs.getUserID();

current.assignment_group = 'f8657087492ab1001e1ca684059595bc';

current.insert();

event.state="stop_processing";

For the 'if' statements, they are not reading properly and thus not designating the appropriate fields in a new incident. Any insight is appreciated!

Re: Inbound Action Script

cfam1 — Thu, 05 Nov 2015 23:57:23 GMT

Hi Nick,

It looks to me like your field mappings are off a bit. For example, you have:

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

current.sys_id = email.body.assignedto;

In a normal instance of SN, the actual field for assigned to is: assigned_to

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

current.assigned_to = email.body.assign;

}

In a normal instance of SN, the actual field for configurationitem is: cmdb_ci

I would suggest checking the Incident form to get the exact (correct) field names for all of the items you are attempting to populate and update your script with the correct field names. The field names must be exactly correct or they won't populate correctly.

Hope this helps!

Re: Inbound Action Script

nickskaggs — Fri, 06 Nov 2015 12:43:30 GMT

Thanks, Chandra. I will give that a look and come back with results.

Re: Inbound Action Script

nickskaggs — Fri, 06 Nov 2015 21:12:17 GMT

I think I found my problem. All the fields I want SN to populate from the inbound email are reference fields in the incident form. This functionality is not possible on ref fields.

Re: Inbound Action Script

cfam1 — Fri, 06 Nov 2015 21:19:27 GMT

Not sure I understand your comment because I have populated many ref fields such as Assignment Group, Assigned To even the Watchlist field using inbound actions.

Re: Inbound Action Script

nickskaggs — Fri, 06 Nov 2015 23:18:22 GMT

I am wondering if this is the issue. Makes it look like the inbound email must be in plain text from the source.

Will try it later.

Re: Inbound Action Script

nickskaggs — Wed, 11 Nov 2015 14:02:10 GMT

After sending a number of test emails, tinkering here and there, I finally got on the right track. Going back to your response about getting the proper syntax relative to the way our incident table is set up helped.

I found for some form reference fields, I had to use the sys_id for it to parse properly in the incident form; pulling the name from the sending email would not parse for some reason. I suppose each SN instance is unique!

I misled myself by misinterpreting the statement in the wiki as well as the other SN community thread about the inbound email needing to be plain text ( though I am sending these test emails as plain text ).

Note:

The action always generates a lowercase variable name. Note also that this functionality does not work on reference fields.

Anyways, this is what I have the current inbound email body set as and parsing properly in incident fields, reference type or free text:

room:501

assignedto:Nicholas Skaggs

configitem:092dd92f09b405001e1cfb301019335a

assigngroup:d7bc71eec5a2c900fadf7cf8915b2ea0

IssueOwner:Nicholas Skaggs

ShortDescription:Self-service - implement Web Snapshot

And this is the IA script:

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

current.incident_state = 1;

current.notify = 2;

current.contact_type = "email";

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

               current.short_description = email.body.shortdescription;

   }

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

               current.u_room = email.body.room;

   }

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

   current.assigned_to = email.body.assignedto;

   }

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

               current.cmdb_ci = email.body.configitem;

   }

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

               current.assignment_group = email.body.assigngroup;

   }

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

               current.caller_id = email.body.issueowner;

   }

current.insert();



event.state="stop_processing";

Re: Inbound Action Script

cwilkerbb — Thu, 12 Nov 2015 02:23:20 GMT

you can try something like

current.assigned_to.setDisplayValue(email.body.assignedto);

That should set the value based on the name. The problem there is that the first John Smith in the list will be the assigned_to value.

-Chris

Re: Inbound Action Script

nickskaggs — Thu, 12 Nov 2015 15:54:12 GMT

Thanks, Chris

This was also helpful. Allowed me to use the names instead of sys_ids.

Re: Inbound Action Script

ewanh — Thu, 14 Jan 2016 21:13:51 GMT

I have a similar issue to Nick's.

Here is my script:

if (email.importance != undefined) {

     if (email.importance.toLowerCase() == "high")

           current.priority = 1;

}


if (email.body.priority != undefined)

     current.priority = email.body.priority;


if (email.body.category != undefined)

   current.category = email.body.category;


if (email.body.sub != undefined)

   current.subcategory = email.body.sub;


if (email.body.desc != undefined)

   current.work_notes = email.body.desc;


if (email.body.impact != undefined)

   current.impact = email.body.impact;


if (email.body.urgency != undefined)

   current.urgency = email.body.urgency;


if (email.body.group != undefined)

   current.assignment_group = email.body.group;


if (email.body.assignee != undefined)

   current.assigned_to = email.body.assignee;


current.insert();


event.state="stop_processing";

Email is:

Subject: [whatever you want it to be]

Content:

Requestor: Joe User
Category: Infrastructure
Sub: Network
Impact: 1
Urgency: 1
Group: Infrastructure
Assignee: Joleen Technician
Desc: Critical: node down triggered for Seattle 20th floor Switch 4

I can get the script to interpret/populate everything but the Assignment Group. Not sure why I can't get that to work...I've looked at assignment rules, dictionary, field settings, business rules. Anybody have an idea?

Re: Inbound Action Script

coryseering — Thu, 14 Jan 2016 22:01:35 GMT

Hi Ewan,

Did you use Chris' suggestion to use current.assignment_group.setDisplayValue() rather than direct assignment? Given that the inbound value for assignment group int hat email is "Infrastructure" rather than they sys_id of the Infrastructure group, you can't use direct assignment (reference fields have a value- a sys_id, and a display value- like a name). Since you're getting the name in your email, you need to either try setting that (and let the system look up an appropriate sys_id for a group with that name), or explicitly do the query yourself, find the right group, and assign it's sys_id to current.assignment_group.

Re: Inbound Action Script

ewanh — Thu, 14 Jan 2016 23:33:35 GMT

That was it! Thanks Cory.

Re: Inbound Action Script

Lola B — Tue, 07 Feb 2017 17:26:07 GMT

Hi Ewan,

I've been tinkering with an IA similar to this and found the following useful: current.caller_id = getUser("Jane.Doe");

The requirement I had was to assign the caller ID field to always insert a user's name. In this case, a Cognos report would send an email to Servicenow and our settings would create the incident with 'guest' as the caller ID. We found a way to accept the email, but have the IA assigned Jane Doe as the caller ID and not guest.

To make it work fully, a function needed to be added at the end of the IA script to make it work:

function getUser(u_name)

{

var a=new GlideRecord("sys_user");

a.addQuery("user_name",u_name);

a.query();

if(a.next()){

return a.sys_id;