How can I take an email address from the body of an email, query that address to find the user and set the "requested_for" on a catalog request?

[Daniel Shock]

I am still learning...and scripting is still not natural to me.   I found this: Using username from inbound email action to fill in Caller field.

That seems close to what I want to do.   Here is the situation:   I am trying to retire a system and rather than re-invent everything in service now all at once (which is overwhelming) and changing behaviors all at once, I am taking an incremental approach.   So, I am switching incident and requests to service-now - but I'm keeping the forms we use, which are not in service-now - some are in jot-form and some are in confluence.   Confluence is internal and the sender of emails into service-now is what I want it to be - the manager making the request.   But for jot-form - the sender is "noreply@jotform.com".   That is NOT what I want it to be.   I have a field in the jot-form for the manager, or whoever is filling out the form to enter the manager's email address.   I know how to set all the cart variables in an inbound action from the email body that comes into service now.   But I can't figure out how to key off of that manager's email to set the "requested_for" field.

Try not to laugh - but here is my script so far.   I tried adding that little section at the beginning (text in purple) to set the requested_for...but it doesn't work... I really have no idea what I'm doing.   The rest of it works...all the other variables get set.:

current.description = email.body_text;

createRequest();

function createRequest() {

  var cart = new Cart();

  // add in cart

  var item = cart.addItem('ae8c854e0f374700522a419ce1050ee3');

  // set requested for

  var gr = new GlideRecord('sys_user');  

gr.query('mgr_email', email);  

if (gr.next()) {  

  var caller_id = gr.sys_id.toString();  

  current.requested_for = caller_id;  

}

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

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

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

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

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

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

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

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

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

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

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

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

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

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

  cart.setVariable(item, 'wir_st_ln1', email.body.wir_st_ln1);

  cart.setVariable(item, 'wir_st_ln2', email.body.wir_st_ln2);

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

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

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

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

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

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

  //cart.setVariable(item, 'request_type', 'others');

  //cart.setVariable(item, "notes",email.body_text);

  // set application

  //cart.setVariable(item, 'application', '3243d574bd05300071578913764fb117');

  // set assignment group

  //cart.setVariable(item, 'requested_for', "afe777670fc88300522a419ce1050e57");

  //cart.setVariable(item, 'priority', 'PR3');

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

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

  var rc = cart.placeOrder();

Thanks in advance for your help!

Daniel

[Daniel Shock · Accepted solution]

I was able to get what I wanted by adding this:

var request = new GlideRecord('sc_request');  

if (request.get(current.request)) {  

      request.requested_for = current.variables.mgr_email.toString();  

      request.update();  

}  

to the Workflow script.   I still don't understand entirely what I'm doing.   I have no idea what a gliderecord is.   or what the syntax is saying exactly...but it worked!   And I found the answer here:

Set 'Requested For' in Workflow Script Activity not working ONLY in Firefox?!

[SanjivMeher]

You are creating an object instance of sc_request table by doing GlideRecord and query the particular record you created.

You are running this business rule on RITM,because your variables such as manager is stored in RITM.

Then query request table to get the associated RITM and updating the requested for to the manager emails from the mgr_email variable in RITM and setting the requested for.