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

[Mansi roy]

@Mark Manders ,Could you please help me with the code as i am getiing confised how to achieve.It will be very helpful.

[Mark Manders]

var subject = email.subject.toLowerCase(); // validate that you only have lower case in your custom table!!!
var mapping = new GlideRecord('u_subject_group_mapping');
mapping.addQuery('u_keyword', subject);
mapping.query();
if (mapping.next()) {
    var assignmentGroup = new GlideRecord('sys_user_group');
    assignmentGroup.addQuery('name',mapping.u_assignment_group);
    assignmentGroup.query();
    if (assignmentGroup) {
        //current.assignment_group = assignmentGroup;
        current.assignment_group = assignmentGroup.getUniqueValue();
    } else {
        gs.info('No assignment group found for the subject: ' + subject);
    }
} else {
    gs.info('No mapping found for the subject: ' + subject);
}

[Mansi roy]

@Mark Manders,

After i updated this code now  incident is not getting created. Email is getting recieved. Could you please check the below code once.

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 mapping = new GlideRecord('u_subject_group_mapping');

mapping.addQuery('u_keyword', subject);

mapping.query();

if (mapping.next()) {

    var assignmentGroup = new GlideRecord('sys_user_group');

    assignmentGroup.addQuery('name',mapping.u_assignment_group);

    assignmentGroup.query();

    if (assignmentGroup) {

        //current.assignment_group = assignmentGroup;

        current.assignment_group = assignmentGroup.getUniqueValue();

    } else {

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

    }

} else {

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

}

current.insert();

[Rajesh Chopade1]

hi @Mansi roy 

I hope you have stored 'subject' of mails in lower case in your custom table.

Also please confirm, are you getting 'assignmentGroup' value here??

  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;  // ARE YOU GETTING 'assignmentGroup' VALUE HERE??

} 

if yes(you getting value of assignmentGroup) then you need not to glide to 'incident' table, just add value of assignmentGroup to your incident assignment group as bellow:

current.assignmentGroup = assignmentGroup;

if (assignmentGroup) 
var incident = new GlideRecord('incident');                   // AVOID THIS GLIDE RECORD
if (incident.get(email.reference)) {.                                  // AVOID THIS
incident.assignment_group = assignmentGroup;          // REPLACE HERE - "current.assignment_group = assignmentGroup"
incident.update();                                                               // AVOID THIS
}
 else {
gs.info ('No assignment group found for the subject: ' + subject);
}
}

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

THANK YOU

rajesh.

[Mansi roy]

Hello Rajesh,

I am not getting value here.

anything wrong i did in the script. Please let me know.

assignmentGroup = mapping.u_assignment_group;