Need to set the assignment group of incident based on the subject line

[Mansi roy]

Hello,

Could anyone please help me on this as i need to  set the assignment group based on the subject line of incident.

I have created one table and there i stored subject and assignment group.I have created the inbound action for 'Create Incident'.

Below is the code.

current.caller_id = gs.getUserID();

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

current.short_description = email.subject;

current.category = "Hardware";

current.incident_state = IncidentState.NEW;

current.notify = 2;

current.contact_type = "email";

if (email.body.assign != undefined)

   current.assigned_to = email.body.assign;

if (email.importance != undefined) {

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

        current.impact = 1;

        current.urgency = 1;

   }

}

   var subject = email.subject.toLowerCase(); 

var mapping = new GlideRecord('u_subject_group_mapping'); 

 mapping.addQuery('u_keyword', 'LIKE', subject);

mapping.query(); 

var assignmentGroup = null;

if (mapping.next()) {

assignmentGroup = mapping.u_assignment_group; 

} 

if (assignmentGroup) {

var incident = new GlideRecord('incident');

if (incident.get(email.reference)) {

incident.assignment_group = assignmentGroup;

incident.update();

}

 else {

gs.info ('No assignment group found for the subject: ' + subject);

}

}

current.insert();

The incident is getting created but the assignment group is not getting set.Can anyone please me on this why the assignment group is not getting set.

Regards,

Priti

[Ankur Bawiskar]

@Mansi roy 

it means your query is not working

is the field u_keyword hold exact subject line? if not then your query won't work

[Mansi roy]

Yes @Ankur,

It is holding the exact subject line.Is there anyhting wrong in the script.

[Rajesh Chopade1 · Accepted solution]

Hi @Mansi roy 

Try bellow refined script once and test: 

// Set the caller and basic details from the email
current.caller_id = gs.getUserID();
current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.short_description = email.subject;

// Set incident state, notify and contact type
current.incident_state = IncidentState.NEW;
current.notify = 2;
current.contact_type = "email";

// Assign incident if specified in the email body
if (email.body.assign != undefined) {
    current.assigned_to = email.body.assign;
}

// Set priority based on email importance
if (email.importance != undefined) {
    current.priority = 1;
}

// Normalize the subject for searching
var subject = email.subject.toLowerCase();

// Query the subject group mapping table
var mapping = new GlideRecord('u_subject_group_mapping');
mapping.addQuery('u_subject', subject);
mapping.query();

if (mapping.next()) {
    // If a mapping is found, set the assignment group
    var assignmentGroup = mapping.u_assignment_group;
    if (assignmentGroup) {
        current.assignment_group = assignmentGroup;
    } else {
        gs.info('No assignment group found for the subject: ' + subject);
    }
} else {
    gs.info('No mapping found for the subject: ' + subject);
}

// Insert the new incident record
current.insert();

Also keep consider the point mentioned by Ankur, here I am assuming 'assignment group' field is reference field in your custom table.

I hope my answer helps you to resolve your issue, if yes mark my answer correct & helpful.

thank you

rajesh.