Incident creation from email with attachments handling (#1388)

* Script.js

* readme.md

Author: VaishnaviLathkar98

Inbound Actions/Incident Creation from Email with Attachments Handling/Script.js

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+// Email Inbound Action: Create Incident from Email
+(function() {
+    var incidentGR = new GlideRecord('incident');
+    incidentGR.initialize();
+    
+    // Set the incident details from the email
+    incidentGR.short_description = email.subject; // Use email subject as short description
+    incidentGR.description = email.body; // Use email body as description
+    incidentGR.caller_id = email.from; // Set caller from the email sender
+
+    // Insert the new incident and capture the sys_id
+    var incidentID = incidentGR.insert();
+
+    // Handle attachments
+    var attachments = email.attachments;
+    if (attachments) {
+        for (var i = 0; i < attachments.length; i++) {
+            var attachmentGR = new GlideRecord('sys_attachment');
+            attachmentGR.initialize();
+            attachmentGR.table_name = 'incident'; // Link to the incident table
+            attachmentGR.table_sys_id = incidentID; // Link to the newly created incident
+            attachmentGR.file_name = attachments[i].file_name; // Attach the file name
+            attachmentGR.content_type = attachments[i].content_type; // Attach the content type
+            attachmentGR.insert(); // Save the attachment
+        }
+    }
+})();

Inbound Actions/Incident Creation from Email with Attachments Handling/readme.md

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+Description
+The Incident Creation from Email with Attachments Handling functionality in ServiceNow allows users to create incident records directly from incoming emails. 
+This automation streamlines the incident management process, enabling users to report issues efficiently without the need to log
+into the ServiceNow platform. When an email is received, the script extracts critical information from the email, such as the subject and 
+body, to populate the incident fields. Additionally, any attachments 
+included in the email are automatically linked to the incident, ensuring that all relevant context is preserved and easily accessible for support teams.
+
+Key Features :
+1) Automatic Incident Creation: Converts incoming emails into incident records, minimizing manual data entry.
+
+2) Dynamic Field Population:
+Short Description: Uses the email subject as the incident short description.
+Detailed Description: Captures the email body as the incident description.
+Caller Identification: Automatically sets the email sender as the incident caller for accurate tracking.
+
+3) Attachment Support: Handles multiple attachments, linking them to the incident record for context.
+
+4) Customizable Logic: Easily modify the script to route incidents based on keywords in emails.
+
+5) Error Handling and Logging: Integrates error handling to log issues during the incident creation process.
+
+6) Enhanced User Experience: Enables quick issue reporting via email, improving user satisfaction.
+
+7) Tracking and Reporting: Allows tracking of incidents created via email for analysis of trends and response times.
+