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]

Last try, because for some reason you are ignoring my questions while I am trying to help you:

* why are you querying the incident table? Are you updating or creating?

* did you check on case sensitivity? 

* why are you updating 'incident.assignment_group' instead of using 'current' like on the other field in the action?

[Mansi roy]

Hello @Mark Manders,

This is my current script now.

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) {

    current.priority =1;

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

        //current.impact = 1;

        //current.urgency = 1;

        current.priority =1;

   //}

}

var subject = email.subject.toLowerCase();

var mapping = new GlideRecord('u_subject_group_mapping');

mapping.addQuery('u_keyword', 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;

        current.setDisplayValue('assignment_group',assignmentGroup);

    } else {

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

    }

} else {

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

}

current.insert();

AFter writing in this way also assignment group is not getting set.

[Mark Manders]

Is there a reason you are ignoring my questions? I am not asking them for fun, I am asking them to help you. You are also ignoring others with valid questions. Without knowing your setup (we can't look into your instance). How is your custom table setup? If the group is a reference, your 'setDisplayValue' won't work. But it seems you don't want to be helped for some reason.

[Mansi roy]

Hello @Mark Manders,

I am sorry for confusion. I am not ignoring your question.

As you have asked here i am creating new incident from inbound action once the email is coming.

I tired incident.assignment_group as i glide record the incident table because i was not getting any result after glide recording the custom table. so i was setting like that. But now i am doing it by current.assignment_group. In my table two fields are string type only.

so i am using setDisplayvalue.

you can check the above code i paste. I hope you can get it.

[Mark Manders]

You should query to the group table, lookup through the name and set the sysID of the group.

You should also go back to your custom table and make the group field a reference field, because with it being a string, any name change on a group or typo on your custom record can cause this functionality to fail.