Hello,
I'm currently receiving inbound emails as new emails from our outside vendor, even if they are responding to a previous email. For some reason, they have to send a fresh email every time as opposed to replying (they've told us that's the only way they can do it). Therefore, a new incident is created for every single email in the chain. They have a unique ID number (NOT our INC number) that they put in the subject line of each email. So what I would like to do is reference each inbound email's subject line, pull out the unique ID number, and compare it to the short description of existing incidents to see if there is already one created for that unique ID. If there is, I want to add the body of the email to the existing incident as a work note. If there isn't an existing incident, I want to create one as usual. When the email comes in, the subject line is taken directly from the email and entered into the new incident as the "Short Description":
So the format above "[BCM#: xxxxxx]" is what I'm looking to work with. I'm still learning the in's and out's of ServiceNow, and I do have some knowledge of JavaScript. I'm just trying to increase my understanding of how JS is used within ServivceNow. So any help would be greatly appreciated! Also, I've searched the community and seem to find similar things, but not quite the same. I apologize if there is an existing solution that I missed.
-Jeff Swords
