How to set the target field in Email logs with Request/RITM number,when request is created through inbound email action

[robinpaul]

Hello All,

I have created an inbound email action to Create a Request and Requested Item in Catalog when an email is received into servicenow. I have set Target Table as: Shopping Cart(sc_cart)

The Script work well and it creates a Request and Request Item. But my When i see the email logs from   System Logs-->Emails and open the received email. Here the Target field is populating as "Shopping Cart: DEFAULT"

My Question is, Is there a way that i can populate the target field with RITM Number in the email log.

inbound email action script :

createRequest();   
function createRequest() {       
var cart = new Cart();   //calling the cart API       
var item = cart.addItem('10a2f5dfc6112276018db58138c7a1e0');   //sys_id of the catalog item I want to fire       
   cart.setVariable(item, 'request_short_description', email.subject.toString());   
   cart.setVariable(item, 'request_description', email.body_html);   
   cart.setVariable(item, 'short_title', email.subject.toString());   
   cart.setVariable(item, 'screen_wipes','1');   
   cart.setVariable(item, 'copier_reams','1' );   
   // set the requested for   
   var gr = new GlideRecord("sys_user");   
   gr.addQuery("email", email.from);   
   gr.query();   
   if (gr.next()) {   
   var cartcartGR = cart.getCart();   
   cartGR.requested_for = gr.sys_id;   
   cartGR.update();   
   }   
     var rc = cart.placeOrder();   //this launches the catalog item, and creates a request object.   rc = the request object       
updateRITM(rc.sys_id);   //call a function immediately to update the ritm.   This must be a nested function, otherwise inbound actions get weird.       
         //also, we're passing the sys_id of the request so we know what RITM to grab.       
}   
function updateRITM(req){       
   var ritm = new GlideRecord('sc_req_item');       
   ritm.addQuery('request', req);   //req is what we passed from the previous function. the sys_id of the request.       
   ritm.query();       
   while (ritm.next()){       
       ritm.u_customer = gs.getUserID();   //my ritm table separately tracks its own customer, since I don't use Request       
       ritm.description = email.body_text;   //we're still in the inbound action so why not exploit?       
       ritm.priority = email.body.priority; //good example of how to exploit email body variables       
       ritm.short_description = email.subject;   
     ritm.update();       
   }       
}   
// current.setAbortAction(true);   
event.state="stop_processing";   

Any Pointers would be helpful ! Thanks in advance for any assistance.

Message was edited by: Robin paul

[tylerjones]

Hey Kuba,

I was able to. do this via glide record update. 

var emailGR = new GlideRecord("sys_email");

 
emailGR.addQuery("sys_id", sys_email.sys_id);

 
emailGR.query();

 
if(emailGR.next()){

 
  emailGR.instance = incSysID;

 
  emailGR.target_table = "incident";

 
  emailGR.update();

 
}

[kuba4]

Thanks!

I'll test under my instance.

[Community Alums]

please use below code; Refer the highlighted 

createRequest();

function createRequest() {

var cart = new Cart(); //calling the cart API

var item = cart.addItem('10a2f5dfc6112276018db58138c7a1e0'); //sys_id of the catalog item I want to fire

cart.setVariable(item, 'request_short_description', email.subject.toString());

cart.setVariable(item, 'request_description', email.body_html);

cart.setVariable(item, 'short_title', email.subject.toString());

cart.setVariable(item, 'screen_wipes','1');

cart.setVariable(item, 'copier_reams','1' );

// set the requested for

var gr = new GlideRecord("sys_user");

gr.addQuery("email", email.from);

gr.query();

if (gr.next()) {

var cartcartGR = cart.getCart();

cartGR.requested_for = gr.sys_id;

cartGR.update();

}

var rc = cart.placeOrder(); //this launches the catalog item, and creates a request object. rc = the request object

updateRITM(rc.sys_id); //call a function immediately to update the ritm. This must be a nested function, otherwise inbound actions get weird.

//also, we're passing the sys_id of the request so we know what RITM to grab.

//Add target to email
if(rc != undefined){
var gr = new GlideRecord("sc_req_item");
gr.addQuery("request", rc.sys_id);
gr.query();

if(gr.next()){
sys_email.target_table = "sc_req_item";
sys_email.instance = gr.sys_id;
sys_email.update();

}
}

}

function updateRITM(req){

var ritm = new GlideRecord('sc_req_item');

ritm.addQuery('request', req); //req is what we passed from the previous function. the sys_id of the request.

ritm.query();

while (ritm.next()){

ritm.u_customer = gs.getUserID(); //my ritm table separately tracks its own customer, since I don't use Request

ritm.description = email.body_text; //we're still in the inbound action so why not exploit?

ritm.priority = email.body.priority; //good example of how to exploit email body variables

ritm.short_description = email.subject;

ritm.update();

}

}

event.state="stop_processing";

============================

[Anna T_]

This solved the issue. Thanks, @Community Alums .

Note that I made the following changes so that it's the REQ that's the target record and not the RITM.

if(rc != undefined){
var gr = new GlideRecord("sc_request");
gr.addQuery("sys_id", rc.sys_id);
gr.query();

if(gr.next()){
sys_email.target_table = "sc_request";
sys_email.instance = gr.sys_id;
sys_email.update();

}
}