Inbound Email Action for RITM to copy attachment from sys_email to sc_req_item.

[mattmm]

I have an inbound action to use shopping cart to create a RITM, but I need to also attach any attachments with inbound emails to the associated RITM when it is created.

I am using the GlidSysAttachment property but it is not working as expected. The attachment comes into the sys_email table but won't copy despite my code below?

Any advice?

createRequest();

function createRequest() {
var cart = new Cart();
   var item = cart.addItem('<SYSID of Cat Item>');   //sys_id of the catalog item I want to fire
   cart.setVariable(item, 'ps_desc', email.body_text);   //sets catalog variable to email's body
	cart.setVariable(item, 'ps_short_desc', email.subject); 
	cart.setVariable(item, 'assignment_group','<Sys Id of Assignemnt Group>');
	cart.setVariable(item, 'requested_for', current.caller_id);
	var cartmsg = "received from: " + email.origemail + "\n\n" + email.body_text;
cart.setVariable(item,'comments',cartmsg);
	var ritmRec = cart.placeOrder();
  
var ritmSysID = "";
var ritm = new GlideRecord("sc_req_item");
ritm.addQuery("request",ritmRec.sys_id);
ritm.query();
if(ritm.next()){
ritmSysID = ritmRec.sys_id;
}
var email_log = new GlideRecord('sys_email');
email_log.addQuery('uid', email.uid);
email_log.orderByDesc('sys_created_on');
email_log.query();
if (email_log.next()) {
var email_sys = email_log.sys_id;
GlideSysAttachment.copy('sys_email', email_sys, 'sc_req_item', ritmSysID);
} else {
var email_sys = 0;
GlideSysAttachment.copy('sys_email', email_sys, 'sc_req_item', ritmSysID);
}
}




event.state="stop_processing";

[Ankur Bawiskar]

Hi,

Did you try to check by adding log statements whether ritm sys id is coming or not?

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[mattmm]

Thankyou Ankur, I have done as you suggested above and to no avail (the attachment does not copy across). I  added logging and it brings in both my sys id for the ritm and the sys_email sys id also without issue. So I am still preplexed-

with gs.log the "ritmSYSID" gives me a <sysid of the ritm>

with gs.log the "1. sysid of email_log" gives me a <sysid of the associated email_log>

I have confirmed these match the two records in question!

createRequest();

function createRequest() {
var cart = new Cart();
   var item = cart.addItem('<SYSID of Cat Item>');   //sys_id of the catalog item I want to fire
   cart.setVariable(item, 'ps_desc', email.body_text);   //sets catalog variable to email's body
	cart.setVariable(item, 'ps_short_desc', email.subject); 
	cart.setVariable(item, 'assignment_group','<SYSID of assignment group>');
	cart.setVariable(item, 'requested_for', current.caller_id);
	var cartmsg = "received from: " + email.origemail + "\n\n" + email.body_text;
cart.setVariable(item,'comments',cartmsg);
	var ritmRec = cart.placeOrder();
	gs.sleep(3000);
	
var ritmSysID = "";
var ritm = new GlideRecord("sc_req_item");
ritm.addQuery("request",ritmRec.sys_id);
ritm.query();
if(ritm.next()){
ritmSysID = ritmRec.getUniqueValue();
}
	gs.log("ritmSYSID "+ ritmSysID);
	
var email_log = new GlideRecord('sys_email');
email_log.addQuery('uid', email.uid);
email_log.orderByDesc('sys_created_on');
email_log.query();
if (email_log.next()) {
var email_sys = email_log.sys_id;
GlideSysAttachment.copy('sys_email', email_sys, 'sc_req_item', ritmSysID);
gs.log("1. sysid of email_log "+ email_sys);
	gs.log("1. second sysid of ritmsysid " + ritmSysID);
} else {
var email_sys = 0;
GlideSysAttachment.copy('sys_email', email_sys, 'sc_req_item', ritmSysID);
gs.log("2. sysid of email_log "+ email_sys);
	gs.log("2. third sysid of ritmsysid " + ritmSysID);
}

}





event.state="stop_processing";

[Ankur Bawiskar]

Hi,

Is the attachment present on the email log record?

Regards

Ankur

[mattmm]

Hi Ankur, yes it is....just won't copy. Is it because potentially I am using a workflow with that catalog item I am calling...and perhaps it is waiting on the workflow to complete (even though I do have a wait time in my script)? Can I run this copy somehow in the workflow instead of the inbound email?