How to update RITM Variable using Inbound Email Action

[saikatmitra]

Hi Team,

My inbound email action is triggering but it is not updating the variable. Can you spot where I am going wrong. Below is the script.

The line "current.variables.more_information_required = info_provided" is not working though comments are getting updated properly.

 
gs.include('validators');

if (current.getTableName() == "sc_req_item") {
current.variables.more_information_required = info_provided;
current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
current.update();
event.state="stop_processing";
}

[Ankur Bawiskar]

@saikatmitra 

give the select box value in quotes properly

There is this OOB business rule on sc_req_item which restricts the variable update on RITM table

It is blocking the update possibly

Name: Disallow variable edit on RITM

URL: https://instanceName.service-now.com/nav_to.do?uri=sys_script.do?sys_id=d3a6ded24f331200fc11fa218110c771

Updated script

gs.include('validators');

if (current.getTableName() == "sc_req_item") {
current.variables.more_information_required = 'info_provided'; // give proper variable value here
current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

current.setWorkflow(false); // this will avoid triggering BR but it won't audit the update
current.update();
event.state="stop_processing";
}

Regards
Ankur