Change request creation via inbound email action on PDI environment

ShaniI
Tera Contributor

‎12-03-2024 02:59 AM - edited ‎12-03-2024 03:09 AM

I am working on a personal development instance on ServiceNow.

I have an inbound mail action that is getting triggered as expected. However, the javascript under action is supposed to create a change by insering on the change_request table. But if fails. Shows 'did not create or update change_request using current' in the email logs.

Additional details :

  • I am on system admin role on the PDI .
  • Tried with hardcoded values in the javascript to ruleout any script level issues. Even basic script like below doesn't create a change record:
function runAction(current, event, email, logger, classifier) {
    // Implement email action here
    current.type = 'normal';
    current.short_description = 'test';  
    current.insert();
}(current, event, email, logger, classifier);
 

 

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Brian Lancaster
Tera Sage

‎12-03-2024 07:55 AM

Couple questions:

  • Does the system admin account have the email address associated to it that these emails are coming form?
    • If not is there an account associated with that email address? 
    • If there is another account associated to the email address does it have the ITIL role at minimum?
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