Inbound email action example: logging a problem

This example shows you how to set up inbound email actions to a create a problem record.

Before you begin

Role required: admin

About this task

Inbound email actions allow users to log or update incidents on an instance via email. The inbound email action parses the email and responds using a script.

Procedure

  1. Navigate to System Policy > Inbound Actions and click New.
  2. Populate the form as follows:
    Field Entry
    Name Log Problem
    Type New
    Active True
    Target Table Problem [problem]
    Condition
    email.subject.indexOf("Problem: ") == 0
    Script
    current.description = email.body_text;
      current.short_description = email.subject.toString().substring(9);
     
      current.assignment_group.setDisplayValue("Development");
     
      if (email.body.assign != undefined)
        current.assigned_to = email.body.assign;
     
      current.insert();