Duplicate Incident Detection and Creation

Server-Side Components/Inbound Actions/Duplicate Incident Detection and Creation/README.md

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+**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.

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

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+(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);