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

[Mark Manders]

This looks like an AI generated script (looking at the comments in the script). What is exactly happening? What is the subject of your email? And what is the setup of your custom table? Is it a string field that you are validating against the subject of the email? If so: is it all in lower case? You are validating a lower case string (subject) to something else, so that has to be exactly the same.

If everything should be found through this, why are you setting 'incident.assignment_group' while everything else is being set as 'current.field = '.
Are you updating the incident through the inbound email, or are you setting it? It's a weird way of configuring, but if it's from AI, I can understand, because it probably didn't know it was applying this to the existing OOB inbound action.

[Mansi roy]

Hello @Mark Manders ,

Thanks for your reply. Here i am not using AI.

I have crated one table and two column. In one column i am storing subject of the email and another column i am storing assignment group.

From inbound action i am trying to set the assignment based on the subject. The script written in inbound action should glide record the table and verify the subject of the email. Based on the subject the assignment group should set as the incident assignment group. But the above script is not setting the assignment group.

[Mark Manders]

And the answers to my questions? Did you check on case sensitivity? You are setting your subject to lower case, so your table should also have the subjects to lower case. 

You are also doing an 'incident.assignment_group =' instead of a 'current.assignment_group ='. Why is that?

[Mansi roy]

@Mark Manders,

As i am doing  glide record of  the incident  table  so wrte like below.Please let me know where i need to change and what i need to change.

var incident = new GlideRecord('incident');

if (incident.get(email.reference)) {

incident.assignment_group = assignmentGroup;

incident.update();