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.

== Configuring ==

The mail alias binding to groups happens at the Group level in Adminstration controls. Click a group, and then bottom of the dialogue page contains a tab called "Group Email Alias".

To configure a new alias, we need to open a ticket to YSS Client Accounts and make a request to bounce the mail to servicenow@yale.edu