Inbound Email - Auto-Assign

Requirements

• many-to-one assignment (one assignment group can have many email addresses)
• should not have to edit code to add/update/delete queue mail aliases
• should ignore Cc: address list

Proposal

• 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:

  // bw -- expose headers and text in description (just for PoC)
  // current.description = email.headers + email.body_text;
  
  // bw -- find assigment group by doing a lookup in u_group_mail_aliases
  // 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();
      if (alias.getRowCount() > 0) {
          break;
      }
  }
  // if there was an alias match, use it to assign group
  if (alias.getRowCount() > 0) {
  // first match wins!
      alias.next();
      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.