inbound action not creating request / "did not create or update sc_req_item"

[heidiyablonski]

I created an inbound action to create a request/RITM/Task.   The condition is met and the rule fires but fails with message "did not create or update sc_req_item".   The target table is sc_req_item, action type is Record Action.   The "When to Run" condition is being met and triggering the rule.

This is my script:

createRequest();

function createRequest() {

//Get Requested For

var usr = new GlideRecord('sys_id');

usr.addQuery('user_name',email.body.username.toString());

usr.addActiveQuery();

usr.query();

if(usr.next() && email.body.comments.toString())

  {

  var grRequest = new GlideRecord ("sc_req_item");

  grRequest.initialize();

  grRequest.requested_for = usr.sys_id;

  grRequest.short_description = email.body.url.toString();

  grRequest.description = "received from: " + email.origemail + "\n\n" + email.body_text;

  var requestSysId = grRequest.insert();

  //Create Request Item

  current.requested_for = usr.sys_id;

  current.short_description = email.body.url.toString();

  current.description = "received from: " + email.origemail + "\n\n" + email.body_text;

  current.cat_item = '9ad82be3db448740c03a77e9af96196a';

  current.parent = requestSysId;

  current.request = requestSysId;

  current.insert();

}

}

When I look at the email log from the failed request   creation, it shows as: Skipping {My Rule Name}, did not create or update sc_req_item

Does anyone have any idea what I might need to change so this works correctly?

Any assistance is greatly appreciated

Thanks,

Heidi

[Mike Allen]

Looks like you are trying to create two sc_req_item records, on is grRequest, which points to that table (sc_req_item), and the other is current, also pointed to that table.   Were you trying to create the request (sc_request) and it's subsequent requested items?

[heidiyablonski]

Yes. I am trying to create the Request, the RITM and the Task.

[Community Alums]

It might be better to use the Cart API for something like this. If you try creating all of those records manually, it can get quite hairy- WorkFlow, Business Rules, REQ, RITM, TASK are all involved.

var ourUser = gs.getUser();
var catItem = 'sys_id.of.item';
gs.include('Cart');
//create a cart
var catCart = new Cart();
var item = catCart.addItem(catItem, 1);
catCart.setVariable(item, 'requested_for', ourUser);
catCart.setVariable(item, 'comments', email.body);
var placeOrder = catCart.placeOrder();

Something to that effect. The table would be 'sc_cart' in the inbound action. You can then take the 'placeOrder' object (i.e placeOrder.getValue('sys_id')) and use that to query against the REQ and RITM tables if you need to modify any of the other request values.

This might help:

Service Catalog Script API - ServiceNow Wiki

Hope that helps!

Tim

[corina]

Hello Heidi.

Please have a look at Examples 2 and 3 here:

Examples of incoming emails & matching inbound actions without a "real" update