Auto Create Incident from Case Reply Email - Inbound Action

Server-Side Components/Inbound Actions/Auto Incident Creation from Case Email/README.md

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+**Auto Incident Creation from Case Email** 
+
+**Description** 
+This inbound email action automatically creates an incident record when a customer replies to a case email containing keywords like outage, crash, error, or not working. 
+The new incident links to the case as a parent and inherits caller and configuration item details. 
+
+**Use Case** 
+Ideal for CSM environments integrated with ITSM, where customer issues escalate to incidents automatically. 
+
+**How It Works**
+1. The inbound email action scans the subject and body for trigger keywords.
+2. If a match is found:
+   - A new incident record is created.
+   - The incident is linked to the case as a parent.
+   - Caller and CI are inherited if available.
+   - Work notes of both case and incident records are updated. 
+
+**Inbound Action Configuration**
+   - Table: Case[sn_customerservice_case]
+   - Action type: Record Action
+   - Type: Reply

Server-Side Components/Inbound Actions/Auto Incident Creation from Case Email/create_incident_from_case_email.js

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+(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
+
+	//Extract email subject and body
+	var subject = email.subject.toLowerCase();
+	var body = email.body_text.toLowerCase();
+
+	//Define trigger keywords for creating the incident
+	var keywords = ['outage', 'crash', 'down', 'error', 'issue', 'not working', 'failure', 'slow'];
+	var trigger = false;
+
+	for(var i = 0; i < keywords.length; i++){
+		if(subject.includes(keywords[i]) || body.includes(keywords[i])){
+			trigger = true;
+			break;
+		}
+	}
+
+	//Execute only if trigger word found
+	if(trigger){
+		//Create a new incident record
+		var inc = new GlideRecord('incident');
+		inc.initialize();
+		inc.short_description = 'Auto-created from Case ' + current.number + ': ' + email.subject;
+		inc.description = 'Customer reported via Case ' + current.number + ':\n' + email.body_text;
+		inc.parent = current.sys_id;
+
+		//Link caller and CI from case to incident if available
+		if(current.contact)
+			inc.caller_id = current.contact;
+		if(current.cmdb_ci)
+			inc.cmdb_ci = current.cmdb_ci;
+
+		var incSysId = inc.insert();
+
+		//Update case work notes
+		current.work_notes = 'Incident ' + inc.number + ' created automatically from customer email.';
+		current.update();
+
+		//Add incident work notes
+		var newInc = new GlideRecord('incident');
+		if(newInc.get(incSysId)){
+			newInc.work_notes = 'Auto-created from Case ' + current.number + '.\n\nEmail Content:\n' + email.body_text;
+			newInc.update();
+		}
+	}
+})(current, event, email, logger, classifier);