Create script.js

Inbound email action for duplicate incident handling.

Author: mitalizope

Server-Side Components/Inbound Actions/Duplicate Incident Detection and Creation/script.js

@@ -0,0 +1,25 @@
+(function runAction(current, event, email, logger, classifier) {
+    var subject = email.subject.trim();
+
+    //Look for duplicate incident
+    var gr = new GlideRecord('incident');
+    gr.addActiveQuery();
+    gr.addQuery('short_description', 'CONTAINS', subject);
+    gr.addQuery('state', 'NOT IN', '3,4'); //Ignore resolved or closed incidents
+    gr.query();
+
+    if(gr.next()){
+        //Update existing incident with duplicate email
+        gr.work_notes = 'Duplicate email received for this incident:\n' + email.body_text;
+        gr.update();
+
+        //Abort creating new incident
+        action.setAbortAction(true);
+        return;
+    }
+
+	//Create new incident if no duplicate incident found
+    current.short_description = email.subject;
+    current.description = email.body_text;
+	current.update();
+})(current, event, email, logger, classifier);