Generate a change request through Inbound email action

[abhishekmittal]

Hi,

We have an inbound email action which creates incident but whenever we have "xyz" in the subject line, we need to generate a change request instead of incident.

How can we achieve this please help me to find the solution?

Regards,

Abhishek

[bernyalvarado]

Hi Abhishek,

You can do it through the Service Catalog API, using the Cart object.

Thanks,

Berny

[abhishekmittal]

Thanks Alvarado,

But I don't need to generate request item, I need to generate change request.

Please help me with code.

Regards,

Abhishek

[bernyalvarado]

Hehehe. lol. Sorry

[Karthik Reddy T]

Hello Abhishek,

Inbound action:

Create new> Type is reply

Table is Incident:

Condtion: Email subject contains: XYZ,

Use the Below sample script for to creating a change request(action of inbound action).

var changeRequest = ChangeRequest.newNormal();

changeRequest.setValue("short_description", current.short_description);

changeRequest.setValue("description", current.description);

changeRequest.setValue("cmdb_ci", current.cmdb_ci);

changeRequest.setValue("priority", current.priority);

changeRequest.setValue("sys_domain", current.sys_domain);

changeRequest.setValue("company", current.company);

changeRequest.insert();

current.rfc = changeRequest.getGlideRecord().getUniqueValue();

current.update();

gs.addInfoMessage("Change " + changeRequest.getValue("number") + " created");

Let me know you need any other information   related this.