Create a Request Item using data passed in Inbound Email in ServiceNow

[Community Alums]

Hi There,

I have a requirement to create a request item when the below data is passed to ServiceNow's mail ID using Inbound Email Action. Below is the fixed format ServiceNow will be receiving, want to understand how to parse the data in :

Region: AMER

Country: Canada (Reference field)

Company: Test Canada Inc. (Reference field)

City: Montreal (Reference field)

Department: Information Technology (IT) (Reference field)

SF ID: 123000

Employee ID: 123000

Cost Center: 000123

Job Title: 

Personal Title: 

First Name: Test Onboarding

Legal Name: 

Last Name: ServiceNow

Date of Joining: 2024-06-15

Line Manager: Tejas Test

Line Manager Email: tejas.test@test.com

Ticket URL: 

Ticket ID: SR-114283

Thanks,

Tejas

[Hemanth M1]

Hi @Community Alums ,

1)In your inbound action, use below format to read Name : Value pair

email.body.name

ex: email.body.region //this will get you AMER value i.e AMER

2)Use cart api to create a request as bwlow

var cartId = GlideGuid.generate(null);
var cart = new Cart(cartId);
var item = cart.addItem('sys_id of the catalog item');
cart.setVariable(item, 'variable name', value) // ex: cart.setVariable(item, 'region', email.body.region)

var rc = cart.placeOrder(); 

[Community Alums]

Hi @Hemanth M1 ,

I tried below script and it's creating Incident instead Request.

Script:

createRequest();

function createRequest() {

    var mgr = ''; // You can use this line to set a default

    var ctry = '';

    var cmny = '';

    var city = '';

    var dept = '';

    var gr = new GlideRecord('sys_user');

    if (gr.get('name', email.body.manager_name)) {

        mgr = gr.sys_id;

    }

    var gr1 = new GlideRecord('core_country');

    if (gr1.get('name', email.body.country)) {

        ctry = gr1.sys_id;

    }

    var gr2 = new GlideRecord('core_company');

    if (gr2.get('name', email.body.company)) {

        cmny = gr2.sys_id;

    }

    var gr3 = new GlideRecord('u_city');

    if (gr3.get('u_city', email.body.city)) {

        city = gr3.sys_id;

    }

    var gr4 = new GlideRecord('cmn_department');

    if (gr4.get('name', email.body.department)) {

        dept = gr4.sys_id;

    }

    var cartId = GlideGuid.generate(null);

    var cart = new Cart(cartId);

    // add in cart, substitute your cat item sys_id

    var item = cart.addItem('b106bc193bce4610ea3a202a85e45aeb');

    // set requested for, substitute your requested for

    //Set Variables in your Cart Item

    cart.setVariable(item, 'select_the_account', 'Internal');

    cart.setVariable(item, 'region', email.body.region);

    cart.setVariable(item, 'country', ctry);

    cart.setVariable(item, 'company', cmny);

    cart.setVariable(item, 'city', city);

    cart.setVariable(item, 'department', dept);

    cart.setVariable(item, 'line_manager', mgr); // Note the change here

    cart.setVariable(item, 'successfactor_id', email.body.sf_id);

    cart.setVariable(item, 'employee_number', email.body.employee_id);

    cart.setVariable(item, 'job_title', email.body.job_title);

    cart.setVariable(item, 'personal_title', email.body.personal_title);

    cart.setVariable(item, 'first_name', email.body.first_name);

    cart.setVariable(item, 'last_name', email.body.last_name);

    cart.setVariable(item, 'legal_name', email.body.legal_name);

    cart.setVariable(item, 'date_of_joining', email.body.date_of_joining);

    //cart.setVariable(item, 'line_manager_email', email.body.line_manager_email);

    var cartmsg = "received from: " + email.origemail + "\n\n" + email.body_text;

    cart.setVariable(item, 'comments', cartmsg);

    var rc = cart.placeOrder();

}

In Emails logs getting below:

Thanks,

Tejas

[Hemanth M1]

Hi @Community Alums ,

1)can you try this in the background script by passing static values and try to print rc which should give you the sysID of the request number 

2)and try to print parsing email content in the inbound.

3) Check if any other inbound actions are executing during this

[Community Alums]

Hi @Hemanth M1 ,

The below background script triggering request, please let me know how to use that in inbound email.

var cartId = GlideGuid.generate(null);

    var cart = new Cart(cartId);

    // add in cart, substitute your cat item sys_id

    var item = cart.addItem('b106bc193bce4610ea3a202a85e45aeb');

    // set requested for, substitute your requested for

    //Set Variables in your Cart Item

    cart.setVariable(item, 'select_the_account', 'Internal');

    cart.setVariable(item, 'region', 'AMER');

    cart.setVariable(item, 'country', 'Canada');

    cart.setVariable(item, 'company', 'Evident Canada Inc.');

    cart.setVariable(item, 'city', 'Montreal');

    cart.setVariable(item, 'department', 'Information Technology (IT)');

    cart.setVariable(item, 'line_manager', 'Sameer Pataskar'); // Note the change here

    cart.setVariable(item, 'successfactor_id', 12345);

    cart.setVariable(item, 'employee_number', 12345);

    cart.setVariable(item, 'job_title', 'Developer');

    cart.setVariable(item, 'personal_title', 'Developer');

    cart.setVariable(item, 'first_name', 'Tejas');

    cart.setVariable(item, 'last_name', 'Pagare');

    cart.setVariable(item, 'legal_name', 'Test');

    cart.setVariable(item, 'date_of_joining', '2024-06-15');

    //cart.setVariable(item, 'line_manager_email', email.body.line_manager_email);

    //var cartmsg = "received from: " + email.origemail + "\n\n" + email.body_text;

    //cart.setVariable(item, 'comments', cartmsg);

    var rc = cart.placeOrder();

Thanks,

Tejas