Hello @Purushotham Ga2
There are two ways with which you can achieve your requirement:
1. Flow (No code or low code): https://www.youtube.com/watch?v=uLHCw2GA3lo&t=363s
ServiceNow official information and instructions: https://developer.servicenow.com/dev.do#!/learn/courses/xanadu/app_store_learnv2_flowdesigner_xanadu...
2. Inbound Actions (System Policy > Email > Inbound Actions) - Development
Here is a sample Background script with the e-mail body example you shared:
//var body = email.body_text; // In your inbound email Actions script you will use it to extract plain text body
var emailBody =
"User S Admin has been disabled due to inactivity.\n" +
"User Name - Testssrm_1\n" +
"Job Title - Security Service\n" +
"AD Last Logon - 11/08/2024 04:50:13\n" +
"Azure AD Last Sign-In - 11/08/2024 04:50:13\n" +
"Manager - Putt\n" +
"Manager Email ID - zyelynn.putt@abc.com\n" +
"Business Process: Disablement: Testssrm_1 (Disabled)\n" +
"Subject: Admin account Testssrm_1 disabled by AD automation due to inactivity\n" +
"Details: Admin account Testssrm_1 disabled by AD automation due to inactivity and disabled on 2/11/2025 12:42:54 AM";
// Initialize the Request Item (RITM) record
var ritmGr = new GlideRecord('sc_req_item');
ritmGr.initialize();
// Item field (cat_item).. if you already have 'Admin account Testssrm_1 disabled by AD automation due to inactivity' as cat_item then use it's sys_id as it is a reference field
ritmGr.setValue('cat_item', 'YOUR_CATALOG_ITEM_SYS_ID');
// Extract values using regular expressions (https://regexr.com/)
var userNameMatch = emailBody.match(/User Name - (.+)/); // (.+) captures anything after the User Name -
var jobTitleMatch = emailBody.match(/Job Title - (.+)/);
var adLogonMatch = emailBody.match(/AD Last Logon -\s*(.+)/);
var azureLogonMatch = emailBody.match(/Azure AD Last Sign-In -\s*(.+)/);
var managerMatch = emailBody.match(/Manager - (.+)/);
var managerEmailMatch = emailBody.match(/Manager Email ID - (.+)/);
// Set values in RITM variables. Reference: https://developer.mozilla.org/en-US/docs/Web/JavaScript/Reference/Global_Objects/String/match
ritmGr.variables.user_name = userNameMatch ? userNameMatch[1].trim() : '';
ritmGr.variables.job_title = jobTitleMatch ? jobTitleMatch[1].trim() : '';
ritmGr.variables.ad_last_logon = adLogonMatch ? new GlideDateTime(adLogonMatch[1].trim()) : '';
ritmGr.variables.azure_ad_last_sign_in = azureLogonMatch ? new GlideDateTime(azureLogonMatch[1].trim()) : '';
ritmGr.variables.manager_name = managerMatch ? managerMatch[1].trim() : '';
ritmGr.variables.manager_email_id = managerEmailMatch ? managerEmailMatch[1].trim() : '';
gs.info(userNameMatch ? userNameMatch[1].trim() : '');
gs.info(jobTitleMatch ? jobTitleMatch[1].trim() : '');
gs.info(adLogonMatch ? new GlideDateTime(adLogonMatch[1].trim()) : '');
gs.info(azureLogonMatch ? new GlideDateTime(azureLogonMatch[1].trim()) : '');
gs.info(managerMatch ? managerMatch[1].trim() : '');
gs.info(managerEmailMatch ? managerEmailMatch[1].trim() : '');
/* Insert RITM record in your actual inbound email action script.
var ritmSysId = ritmGr.insert();
if (ritmSysId) {
gs.info("RITM created successfully with sys_id: " + ritmSysId);
} else {
gs.error("Failed to create RITM.");
} */
Results:
Please perform the development and let us know your results so that we all can learn together.
