Inbound email action example: handling email replies

This example shows you how to set up inbound email actions to handle replies that users send back to the instance.

Before you begin

Role required: admin

About this task

The inbound email action parses the email and responds using a script. By default, an email received by the instance creates a new incident, and the body of the email is added to the Additional Comments text box. More refined Inbound Email Actions can create incident tickets with more data, thus saving the incident management team valuable time.

Normally, when a user responds to an email sent by the instance, the inbound email action matches the watermark to an existing incident, and updates the incident rather than creating a new record. However, if the watermark is missing, this inbound email action attempts to match a reply to the original incident.

Procedure

  1. Navigate to System Policy > Inbound Actions and click New.
  2. Populate the form as follows:
    Table 1. Inbound action field values
    Field Value
    Name Update Incident
    Type Reply
    Target table Incident [incident]
  3. In Script, enter this code.
    gs.include('validators');
     
    //Note: current.caller_id and current.opened_by are already set to the first UserID that matches the From: email address
     
    if (current.getTableName() == "incident") {
      current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
     
      if (email.body.assign != undefined)
        current.assigned_to = email.body.assign;
     
      if (email.body.priority != undefined && isNumeric(email.body.priority))
        current.priority = email.body.priority;
     
      if (email.body.category != undefined)
        current.category = email.body.category;
     
      if (email.body.short_description != undefined)
        current.short_description = email.body.short_description;
     
      current.update();
    }