Create REQ [sc_request], RITM [sc_req_item] and SCTASK [sc_task] via inbound email action

[dianemiro]

Hi Everyone,

Can someone point me on the right direction on how to create a Service Request using inbound action? Here are the requirements.

- All emails sent to example@domain.com will create REQ, RITM and SCTASK automatically.
- Information for Request:

• Requested for is From (email)
• Short Description is Subject (email)
• Description is Email Body
• Opened by is From (email)

- Information for RITM:

• Request is Request generated from above.
• Requested for is From (email)
• Opened by is From (email)
• State is Open

- Information for SCTASK:

• Request Item is the Request Item generated from above
• Requested for is From (email)
• Assignment Group is Info Security
• Short Description is Subject (email)
• Description is Email Body

But before SCTASK will be created an approval workflow should be initiated.

Thank you in advance.
Diane

[Prateek kumar · Accepted solution]

Check these out:

https://community.servicenow.com/community?id=community_question&sys_id=3ec3c7a5dbd8dbc01dcaf3231f961996

https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/planning-and-policy/task/t_CreateARequestFromAnInboundEmail.html

[dianemiro]

Hi Prateek,

Thanks for your response. I tried doing this by creating an inbound action referencing to Request Item table and put 50 as order and I changed the order of inbound action for incident creation to 100. But when I send a test email to my instance, it is still creating an incident ticket instead of a request item ticket. Can you point me in the right direction? Thank you.

Diane

[Gerrity]

Hello,

I too am very interested in this.  I've scoured the net and the community.  I've read posts like the ones recommended by Prateek.  Unfortunately I can't find any "Step-by-Step" tutorials on this.

The product docs at https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/planning-and-policy/tas... 

are not very helpful... Some people write to the sc_request table, others to the sc_req_item table and others use the cart api.  So, which is the best method?

I'd like to gain a better understanding over the over-all process.  My example is for creating a request for a new account (account creation NOT automated within SN).  So, inbound forwarded email comes from our HR system.  Should it create a sc_request  or a sc_req_item?

Do I need to create these forms first with the various fields to populate those variables from the inbound email into?

I'm just not understanding sc_request vs sc_req_item vs cart API and when to use each.  

I certainly don't mind doing the work but would appreciate being pointed in the right direction.

Cheers,
J.

[dianemiro]

Hi Gerrity,

Did you get the chance to do this? Thank you.

Diane