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]

Hello @Rajesh Chopade1.

I am not getitng the value.Could you please chekc once the script and let me know where i am doing wrong.

//  Note: current.opened_by is already set to the first UserID that matches the From: email address

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 subject = email.subject();

var mapping = new GlideRecord('u_subject_group_mapping');

//var assignmentGroup = null; // Check if we have a matching record

//var assignmentGroup='';

var assignmentGroup = mapping.u_assignment_group;

if (mapping.next()) {

    gs.info(assignmentGroup);

assignmentGroup = mapping.u_assignment_group;

} // If a mapping was found, assign the incident to the group

if (assignmentGroup!='') {

// var incident = new GlideRecord('incident');

// if (incident.get(email.reference)) {

// incident.assignment_group = assignmentGroup;

current.assignment_group = assignmentGroup;

//current.update();

//incident.update();

//}

//  else {

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

// }

}

current.insert();

[Ankur Bawiskar]

@Mansi roy 

is that custom table field which holds group a reference or string type?

if it holds group name and is of type string then try this line

current.setDisplayValue('assignment_group',assignmentGroup);

if it's reference to group table this line should work fine.

current.assignment_group = assignmentGroup;

What debugging have you done so far? Is the GlideRecord working fine?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Mansi roy]

Hello @Ankur Bawiskar,@Rajesh Chopade1 

I tried the below script but it is not working.in my table both are string type field(assignment group and keyword).

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);

}

Incident is getting created but assignment still not getting set.

Regards,

Mansi

[Ankur Bawiskar]

@Mansi roy 

is it getting inside this IF?

if (mapping.next()) {

[Mansi roy]

Hello @Ankur Bawiskar,

It is not going inside if statement. What wrong i am doing could you please help me.