RITM created from email with inbound action does not bring variables

Erlan
Tera Contributor

‎06-21-2024 09:49 PM

I created the following script in an inbound email action, with the intention of creating a RITM record from an email

 

 

gs.log('entrou no inbound action', 'teste inbound 1');

createRequest();

function createRequest() {
    var body = email.body_html;

    //Create Request
    var grRequest = new GlideRecord("sc_request");
    grRequest.initialize();

    //substitute your requested for
    grRequest.requested_for = email.user_id; //sys_id do user que criou o email
    grRequest.short_description = email.subject.toString();
    grRequest.description = "received from: " + email.origemail + "\n\n" + email.body_text;
    var requestSysId = grRequest.insert();


    //Create Request Item, substitute your requested for
    current.requested_for = email.user_id; //sys_id do user que criou o email
    current.short_description = email.subject.toString();
    current.description = "received from: " + email.origemail + "\n\n" + email.body_text;


    //substitute your cat item
    current.cat_item = 'b34889ca472202104cd013ff016d431a'; //sys_id do cat item , nesse caso é o catalog item de teste
    current.parent = requestSysId;
    current.request = requestSysId;



    //preenchimento das variáveis

    //----------------------------------------------------------------------------------------------------------

    //corpo do email guardado em variavel/ email body set in a var 
    var htmlcode = body;

    // remove all the HTML tags from the HTML body
    htmlcode = htmlcode.replace(/<style([\s\S]*?)<\/style>/gi, '');
    htmlcode = htmlcode.replace(/<script([\s\S]*?)<\/script>/gi, '');
    htmlcode = htmlcode.replace(/<\/div>/ig, '\n');
    htmlcode = htmlcode.replace(/<\/li>/ig, '\n');
    htmlcode = htmlcode.replace(/<li>/ig, '  *  ');
    htmlcode = htmlcode.replace(/<\/ul>/ig, '\n');
    htmlcode = htmlcode.replace(/<\/p>/ig, '\n');
    htmlcode = htmlcode.replace(/<br\s*[\/]?>/gi, "\n");
    htmlcode = htmlcode.replace(/<[^>]+>/ig, '');
    htmlcode = htmlcode.replace(/\r?\n|\r/g, '\n');

    // Dividir o texto em linhas / divide text in lines 
    var lines = htmlcode.split('\n');

    // Inicializar variáveis para armazenar os valores extraídos / initialize set cat item variables values got from html email body 
    var variavel_1_de_teste_insira_infos_aquiInEmail = '';
    var first_taskInEmail = '';

    // Iterar sobre as linhas para extrair os valores após os dois pontos / iterate over the rows to extract the values after the colon
    lines.forEach(function(line) {
        if (line.includes('(variavel 1 de teste) - insira infos aqui:')) {
            variavel_1_de_teste_insira_infos_aquiInEmail = line.split('(variavel 1 de teste) - insira infos aqui:')[1].trim();
        } else if (line.includes('first task:')) {
            first_taskInEmail = line.split('first task:')[1].trim();
        }
    });

    var storeFirst_taskInEmail = current.variables.first_task = first_taskInEmail;
    var storeVariavel_1_de_teste_insira_infos_aquiInEmail = current.variables.variavel_1_de_teste_insira_infos_aqui = variavel_1_de_teste_insira_infos_aquiInEmail;
    var requestedFor = current.variables.requested_for = email.user_id; //sys_id do user que criou o email;

    current.insert();

    //Workflow Trigger
    //More information http://wiki.servicenow.com/index.php?title=Workflow_Script
    var w = new Workflow();
    wfSysId = w.getWorkflowFromName("Service Catalog Item Request");
    w.startFlow(wfSysId, current, current.operation());


    // Imprimir os valores extraídos/ log the  values
    gs.log(variavel_1_de_teste_insira_infos_aquiInEmail, 'log de inbound p v valor da var varDeTeste esta sendo tratado após ser pego na html');
    gs.log(first_taskInEmail, ' log de inbound  p v valor da var firstTask esta sendo tratado após ser pego na html');
    gs.log(htmlcode, 'log de inbound para ver como html está sendo tratado após ser passar pelos regex e ser retirada suas tags');

    //logs para validações /logs for validation
    gs.log(storeFirst_taskInEmail, 'teste inbound 2 var firstTaskVar do cat item');
    gs.log(storeVariavel_1_de_teste_insira_infos_aquiInEmail, 'teste inbound 3 var varDeTest do cat item');
    gs.log(requestSysId, 'teste inbound 4 sysid do req');
    gs.log(requestedFor, 'teste inbound 5 var req for do cat item');


}

 

 


and it's working, the records are being crated , but when I go to visualize the record, it does not shows neither the workflow nor the variables, could you please help me? What am I missing?

This is how the records created from an email are 

Erlan_0-1719031180802.png

And this is how it suppose to be

Erlan_1-1719031272733.png

 



 

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2 REPLIES 2

HrishabhKumar
Kilo Sage

‎06-22-2024 12:17 AM

Hi @Erlan ,

I have done some small modifications in your script and pasted it below. Please consider the following adjustments and check after implementing the code:

 

  • Field Names: Ensure the variable names in the catalog item (like u_first_task, u_variavel_1_de_teste_insira_infos_aqui) are correct. Replace them with the actual variable names from your catalog item.
  • Logging: Continue to use gs.log to debug and verify that values are being set correctly.
  • Workflow Association: Ensure that the workflow name "Service Catalog Item Request" is correct. Adjust it if your workflow has a different name.

 

 

gs.log('entrou no inbound action', 'teste inbound 1');

createRequest();

function createRequest() {
    var body = email.body_html;

    // Create Request
    var grRequest = new GlideRecord("sc_request");
    grRequest.initialize();

    // Substitute your requested for
    grRequest.requested_for = email.user_id; // sys_id do user que criou o email
    grRequest.short_description = email.subject.toString();
    grRequest.description = "received from: " + email.origemail + "\n\n" + email.body_text;
    var requestSysId = grRequest.insert();

    // Create Request Item, substitute your requested for
    var grItem = new GlideRecord('sc_req_item');
    grItem.initialize();
    grItem.requested_for = email.user_id; // sys_id do user que criou o email
    grItem.short_description = email.subject.toString();
    grItem.description = "received from: " + email.origemail + "\n\n" + email.body_text;
    grItem.cat_item = 'b34889ca472202104cd013ff016d431a'; // sys_id do cat item
    grItem.parent = requestSysId;
    grItem.request = requestSysId;

    // Process email body to extract variable values
    var htmlcode = body;
    htmlcode = htmlcode.replace(/<style([\s\S]*?)<\/style>/gi, '');
    htmlcode = htmlcode.replace(/<script([\s\S]*?)<\/script>/gi, '');
    htmlcode = htmlcode.replace(/<\/div>/ig, '\n');
    htmlcode = htmlcode.replace(/<\/li>/ig, '\n');
    htmlcode = htmlcode.replace(/<li>/ig, '  *  ');
    htmlcode = htmlcode.replace(/<\/ul>/ig, '\n');
    htmlcode = htmlcode.replace(/<\/p>/ig, '\n');
    htmlcode = htmlcode.replace(/<br\s*[\/]?>/gi, "\n");
    htmlcode = htmlcode.replace(/<[^>]+>/ig, '');
    htmlcode = htmlcode.replace(/\r?\n|\r/g, '\n');

    var lines = htmlcode.split('\n');
    var variavel_1_de_teste_insira_infos_aquiInEmail = '';
    var first_taskInEmail = '';

    lines.forEach(function(line) {
        if (line.includes('(variavel 1 de teste) - insira infos aqui:')) {
            variavel_1_de_teste_insira_infos_aquiInEmail = line.split('(variavel 1 de teste) - insira infos aqui:')[1].trim();
        } else if (line.includes('first task:')) {
            first_taskInEmail = line.split('first task:')[1].trim();
        }
    });

    // Set variables
    grItem.setValue('u_first_task', first_taskInEmail);
    grItem.setValue('u_variavel_1_de_teste_insira_infos_aqui', variavel_1_de_teste_insira_infos_aquiInEmail);
    grItem.setValue('u_requested_for', email.user_id);

    var ritmSysId = grItem.insert();

    // Workflow Trigger
    var w = new Workflow();
    wfSysId = w.getWorkflowFromName("Service Catalog Item Request");
    w.startFlow(wfSysId, grItem, grItem.operation());

    // Log values for debugging
    gs.log(variavel_1_de_teste_insira_infos_aquiInEmail, 'log de inbound p v valor da var varDeTeste esta sendo tratado após ser pego na html');
    gs.log(first_taskInEmail, ' log de inbound  p v valor da var firstTask esta sendo tratado após ser pego na html');
    gs.log(htmlcode, 'log de inbound para ver como html está sendo tratado após ser passar pelos regex e ser retirada suas tags');
    gs.log(requestSysId, 'teste inbound 4 sysid do req');
    gs.log(ritmSysId, 'teste inbound 5 sysid do ritm');
}

 

 

 

Thanks,

Hope this helps.

If my response proves helpful please mark it helpful and accept it as solution to close this thread.

 

0 Helpfuls

James Chun
Kilo Patron

‎06-22-2024 12:41 AM

Hi @Erlan,

 

First of all, I would recommend using a Flow instead. It just makes it much easier without any scripting (or minimal).

e.g.

JamesChun_0-1719041770108.png

 

If you insist on using the Inbound Action, you shouldn't be using GlideRecord API to generate a Request/RITM.

Instead, use the CartJS API - https://docs.servicenow.com/bundle/washingtondc-api-reference/page/app-store/dev_portal/API_referenc...

Looks like you know your way around scripting so I won't go into the details but I believe you should be using the orderNow function.

And do not trigger your Workflow via a script, if the Workflow is attached to the Catalog Item, it should automatically be triggered.

 

Cheers

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