Hi All,
I have an ask to create a RITM whenever an email is received in ServiceNow and the data needs to be parsed, and pushed to the variables in the catalog that creates the RITM.
Below is how the mail body is received in SNOW:
Dear Service Desk,
Our HR system has indicated that Simon Beggs is due to leave the company on 16-02-2024.
AD Login - op-simonb1
Email Address - Simon.Beggs@norbrook.co.uk
Location - Norbrook Laboratories Ltd
Area - Armagh Road
Thanks,
IT Services
Till now, I have used regex to parse the data into the fields on RITM. The inbound script looks as below:
(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
// Implement email action here
var text = email.body_text;
gs.log('text is: ' + text);
// Define regular expressions to match the patterns
var adLoginPattern = /AD Login - (.+)/;
var emailPattern = /Email Address - (.+)/;
var locationPattern = /Location - (.+)/;
var areaPattern = /Area - (.+)/;
var namePattern = /indicated that (.+) is due/;
var DepartDatePattern = /([A-Za-z0-9]+(-[A-Za-z0-9]+)+)/i;
// Function to extract values using regular expressions
function extractValue(text, pattern) {
var match = text.match(pattern);
gs.log('match is: ' + match);
if (match) {
// Remove asterisks from the captured group (value) if found
var value = match[1].replace(/^\*|\*$/g, ''); // This regex removes asterisks from start and end of the string
return value.trim(); // Trim any extra whitespace
} else {
return null; // Return null if not found
}
}
// Extract values using regular expressions
var adLogin = extractValue(text, adLoginPattern);
var email = extractValue(text, emailPattern);
var location = extractValue(text, locationPattern);
var area = extractValue(text, areaPattern);
var name = extractValue(text, namePattern);
var depdate = extractValue(text, DepartDatePattern);
gs.log('ad login :' + adLogin);
gs.log('email is: ' + email);
gs.log('location is: ' + location);
gs.log('area is :' + area);
gs.log('name is :' + name);
gs.log('depart date: ' + depdate);
current.u_adlogin = adLogin;
current.u_mailid = email;
current.u_leaver_location = location;
current.u_area = area;
current.u_ad_login = name;
current.u_departure_date = depdate;
// current.u_departure_date.setDisplayValue(depdate);
current.insert();
// Now set catalog variables with parsed values
var ritmVariables = current.variables;
if (ritmVariables) {
ritmVariables.staff_member_name = name;
ritmVariables.date_of_departure = depdate;
ritmVariables.email_address = email;
ritmVariables.ad_login = adLogin;
ritmVariables.location = location;
ritmVariables.area = area;
ritmVariables.update();
}
})(current, event, email, logger, classifier);
- I am able to parse the data from mail body and push it in the fields as below in the newly created RITM.
Ask is - instead of the above fields (ad login, location, mail, area, departure date), the parsed data from mail needs to be pushed into the variables of a catalog item and then create an RITM from that catalog automatically. Or create an RITM and push the data into the variable, either way.
Below is the catalog item with variables:
So basically - I need an automated flow where, whenever an email is received in SNOW, the mail body needs to be parsed and pushed to the catalog item as above and create an RITM automatically.
I got the parse data in the fields but not sure how to push that data into the variables on RITM. The catalog has a cart section in the RITM where the data needs to be visible, something like below:
Or any other path to complete the ask other than one I mentioned above is appreciated! I came across few threads on forum as this one.
But it didn't helped. The RITM was not created when I use the script from the mentioned thread.
I am also not aware of CART API and CARTJS on how to use it.
Can anyone help on how to achieve this?
@scott barnard1 , I have used the script provided by you. Changed the sys id of catalog and changed the variables value as below:
Triggered a mail to servicenow but the inbound action didn't create a RITM.
