I have an Requirement : When an Email is received in ServiceNow on Support@servicenow.com , We need to create a sc_request record like order a (XYZ )catalog item, and, imp=If Any attachment is attached in the email we need to copy the attached attachment and post in the sc_request record which is created by inbound email action. when catalog item is ordered.
1. I created Inbound action with Type "New",
(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
var emailSysId = sys_email.getUniqueValue();
var bodyText= email.body_text;
gs.log("EMAIL IS " + emailSysId);
var cart = new sn_sc.CartJS();
gs.log("Line 3" + cart + ' ' + typeof cart);
var user = new GlideRecord('sys_user');
user.addQuery('email', email.origemail);
user.query();
var user_sys_id;
if (user.next()) {
user_sys_id = user.sys_id;
} else {
user_sys_id = '5136503cc611227c0183e96598c4f706';
}
var item = {
'sysparm_id': '0bceb9e14726311063cc6c6b416d438a',
'variables': {
'who_is_this_request_for': '' + user_sys_id,
'what_is_your_contact_number': email.subject.toString(),
'what_do_you_need_help_with': email.body_html
}
};
cart.addToCart(item); // The addToCart function returns a JSON object reflecting the status of the cart var cartVals =
var checkoutVals = cart.checkoutCart();
// gs.log("Checkout values: " + JSON.stringify(checkoutVals) + typeof checkoutVals);
var jasonString = JSON.stringify(checkoutVals);
var jsonVals = JSON.parse(jasonString);
var req_sys_id = jsonVals.request_id;
var request= new GlideRecord('sc_request');
request.addQuery('sys_id',req_sys_id);
request.query();
if(request.next()){
request.description=email.body_text;
request.update();
}
// var attachmentRecord= new GlideRecord('sys_attachment');
// attachmentRecord.addQuery('table_name','sys_email');
// attachmentRecord.addQuery('table_sys_id', emailSysId);
// attachmentRecord.query();
// var attachment = new GlideSysAttachment();
// while (attachmentRecord.next()) {
// var attachmentSysId = attachmentRecord.sys_id;
// attachment.copy('sys_attachment', attachmentSysId, 'sc_request', req_sys_id );
// gs.info('Copied attachment sys_id: ' + attachmentSysId + ' to sc_request ' + req_sys_id);
// }
var ritm = new GlideRecord('sc_req_item');
ritm.addQuery('request', req_sys_id);
ritm.query();
if (ritm.next()) {
ritm.description = bodyText;
// ritm.work_notes = "reply from: " + email.origemail + "\n\n" + bodyText;
ritm.update();
}
})(current, event, email, logger, classifier);
I tried with=
For attachment I was separate Query on attachmenttable to copy the attachment and post in request record however it was not worked and i was also used copy.attachment method with GlideAttachment API however the attachment not getting copied.
Could you please help me to capture attachment which added in email and post in sc_request or RITM record when catalog item is ordered by using inbound action.
