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create a related table under Assignment Groups for Mail Aliases
modify the Create Incident inbound action script to use the new table to match To: address to Assignment Group

Steps

create/populate table 'u_group_mail_aliases':
- u_email (string)
- u_group (reference to sys_user_group)

update the Create Incident inbound action with something like this:

Code Block

// bw -- find assignment group by doing a lookup in u_group_mail_aliases
// first match wins!
// loop through email.direct 
var addresses = email.direct.split(",");
for (var i=0; i < addresses.length; i++) {
    var alias = new GlideRecord('u_group_mail_aliases');
    alias.addQuery('u_email', '=', addresses[i]);
    alias.query();
    current.description += "checked for " + addresses[i] + '\n';
    current.description += "row count is " + alias.getRowCount() + '\n';
    if (alias.getRowCount() > 0) {
        break;
    }
}
// if there was an alias match, use it to assign group
if (alias.getRowCount() > 0) {
    alias.next();
    current.description += "matched on " + alias.u_group + '\n';
    current.assignment_group = alias.u_group;
}

...the table can be permissioned as appropriate (probably fine to restrict it to admin). Might be nice to restrict the u_email field to be unique, but that's just icing since it's enforceable manually by any reasonable admin.

Versions Compared

Old Version 1

New Version 2

Key

Steps