From 1e5916c51161daec2f6c179b326fa061c0c6aa02 Mon Sep 17 00:00:00 2001
From: mits <104266846+mitalizope@users.noreply.github.com>
Date: Wed, 22 Oct 2025 23:33:39 +0530
Subject: [PATCH 1/2] Create script.js

Inbound action for duplicate incident handling.
---
 .../script.js                                 | 25 +++++++++++++++++++
 1 file changed, 25 insertions(+)
 create mode 100644 Server-Side Components/Inbound Actions/Duplicate Incident Detection and Creation/script.js

diff --git a/Server-Side Components/Inbound Actions/Duplicate Incident Detection and Creation/script.js b/Server-Side Components/Inbound Actions/Duplicate Incident Detection and Creation/script.js
new file mode 100644
index 0000000000..5bfc29dd2f
--- /dev/null
+++ b/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);

From f5926ba69a7a3c6f73b85b1705c35e12488bc91d Mon Sep 17 00:00:00 2001
From: mits <104266846+mitalizope@users.noreply.github.com>
Date: Wed, 22 Oct 2025 23:38:35 +0530
Subject: [PATCH 2/2] Create README.md

---
 .../README.md                                 | 23 +++++++++++++++++++
 1 file changed, 23 insertions(+)
 create mode 100644 Server-Side Components/Inbound Actions/Duplicate Incident Detection and Creation/README.md

diff --git a/Server-Side Components/Inbound Actions/Duplicate Incident Detection and Creation/README.md b/Server-Side Components/Inbound Actions/Duplicate Incident Detection and Creation/README.md
new file mode 100644
index 0000000000..7843a1d4f5
--- /dev/null
+++ b/Server-Side Components/Inbound Actions/Duplicate Incident Detection and Creation/README.md	
@@ -0,0 +1,23 @@
+**Duplicate Incident Detection and Creation**
+
+**Description**
+This inbound email action detects duplicate incidents from incoming emails and either updates existing incidents or creates a new one.
+
+- Duplicate Found: Updates the existing incident's work notes with the new email content and aborts new incident creation.
+- No Duplicate Found: Creates a new incident with the email subject as short description and the email body as description.
+
+**Use Case**
+When multiple users report the same issue via email, this automation prevents duplicate incidents, keeping the incident queue cleaner and improving triage efficiency.
+
+**Inbound Action Configuration**
+- Target Table: incident 
+- Action Type: Record Action
+- Type: New
+
+**How It Works**
+1. The inbound email action scans the email subject for matches against active incidents whose short description contains the subject excluding Closed or Cancelled incidents.   
+2. If a matching incident is found:
+   - Updates the incident's work notes with the email content.
+   - Aborts creation of a new incident.  
+3. If no match is found:
+   - Creates a new incident using the email subject as the short description and the email body as the description.