Priority mapping using inbound action

[Hafsa1]

Hi 

There is requirement to get priority on csm case using "new" inbound action.

If email body or email subject or email header contains below keyword then priority to be set accordingly.

word like "critical" or "urgent" or "complicated"  then Priority 1

word like "important"  or "sla breach" or "attention" then Priority 2

word like "Low" or "information only" or "optional" then Priority 3

These words can be added/removed /adjusted in future so need to do using system properties.

Created 3 different system properties. But how to call and match multiple values from property in inbound action

[Dr Atul G- LNG]

https://www.servicenow.com/community/itsm-forum/how-to-call-system-property-in-inbound-action/m-p/24... 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535434

[Tanushree Maiti · Accepted solution]

Hi @Hafsa1 

Try with this:

Create these sys_properties records.

• Property Name: csm.priority1.keywords | Value: critical,urgent,complicated
• Property Name: csm.priority2.keywords | Value: important,sla breach,attention
• Property Name: csm.priority3.keywords | Value: low,information only,optional

1. Inbound email action script

(function runAction(email, current, event, email_log, logger) {

    var emailContent = (email.subject + " " + email.body_text + " " + email.header).toLowerCase();

    var p1Keywords = gs.getProperty('csm.priority1.keywords').toLowerCase().split(',');

    var p2Keywords = gs.getProperty('csm.priority2.keywords').toLowerCase().split(',');

    var p3Keywords = gs.getProperty('csm.priority3.keywords').toLowerCase().split(',');

    if (containsAnyKeyword(emailContent, p1Keywords)) {

        current.priority = 1;

    }

    else if (containsAnyKeyword(emailContent, p2Keywords)) {

        current.priority = 2;

    }

   else if (containsAnyKeyword(emailContent, p3Keywords)) {

        current.priority = 3;

    }

    current.insert();

    function containsAnyKeyword(text, keywordArray) {

        for (var i = 0; i < keywordArray.length; i++) {

            var keyword = keywordArray[i].trim();

            if (keyword && text.indexOf(keyword) > -1) {

                return true; // Match found

            }

        }

        return false;

    }

})(email, current, event, email_log, logger);

[Mark Manders]

Your priority will be relying on a string value that is set by an end user in their email subject.

So "Create a report for marketing (not urgent)" will create a P1 and "Levels are way below acceptable" will create a P3 (yes: 'low' and 'below' are handled the same in a string).