Submitting a catalog item from an Inbound Action

Bernard Angeles · ‎01-22-2020

Hi all,

I have been tasked with triggering the submission of a catalog item when an email is received.

I don't have much of a coding background so I'm sure the problem is somewhere or something to do with my code...

Here is my current inbound action below:

Target table: sc_req_item

Action type: Record Action

Script:

createRequest();

function createRequest() {
	var cartId = GlideGuid.generate(null);
	var cart = new Cart(cartId);
	
	var item = cart.addItem('65fcbfee75642400af0e5269def2e168');
	
	cart.setVariable(item, 'sn_req_app', '1');
	cart.setVariable(item, 'sn_req_details', 'Sample text');
	
	var rc = cart.placeOrder();
}

A few other points:

There are no field actions, just the above script
I have ensured that in my email submission tests, the condition to trigger the inbound action is correct
The sys_id is pointing to an active test catalog item with only 2 variables both of which are non-mandatory
Global scope

What I have found is, when the email is received, I get the following mesage in the email log: "Information - Skipping 'inbound_action_name', did not create or update sc_req_item"

In testing I have also noticed that if I place a field action along with the script (for example, Short Description - From email - Subject) it will generate a blank RITM record with no Item attached.

Any help on this would be much appreciated!

Thank you,

Bernard

Michael Fry1 · ‎01-23-2020

That is all correct. Target table should be Request.

Change your script to look like this:

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

        var cartId = GlideGuid.generate(null);
        var cart = new Cart(cartId);

        var item = cart.addItem('65fcbfee75642400af0e5269def2e168');

        cart.setVariable(item, 'sn_req_app', '1');
        cart.setVariable(item, 'sn_req_details', 'Sample text');

        var rc = cart.placeOrder();

        var ritmRec = new GlideRecord("sc_req_item");
        ritmRec.addQuery("request", rc.sys_id);
        ritmRec.query();
        if (ritmRec.next()) {
            ritmRec.short_description = email.subject.toString();
            ritmRec.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
            ritmRec.contact_type = "email";
            ritmRec.update();
        }
        //update target in email table, as it won't be updated as the record was inserted through cart API
        if (rc != '') {
            var email_rec = new GlideRecord('sys_email');
            email_rec.get(sys_email.sys_id);
            email_rec.instance = rc.sys_id;
            email_rec.target_table = "sc_request";
            email_rec.update();
        }

View solution in original post

Bernard Angeles · ‎01-23-2020

This worked great 🙂 !

Thank you for your help on this.

Michael Fry1 · ‎01-23-2020

You're welcome - glad it worked.

Uma2 · ‎06-26-2020

Hi Michael,

I am also facing similar issue.I want to trigger a notification from the inbound email action.It's not working,could you check once

Here is my script:

var ritmNo ='';
var sub=email.subject;
var req='';
var index = sub.indexOf("RITM");
var end = 11; //length of ritm
if(index > -1) {
end = index+end;
ritmNo = sub.substring(index, end).trim();
gs.log(ritmNo);
}
//if (current.getTableName() == "sc_req_item") {
//if (email.subject.toLowerCase().indexOf("RITM") > -1)
// if(email.from_sys_id == current.u_requested_for)
// {
// req= current.u_requested_for;
// }
var body=email.body_text;
var boo=[];
boo=body.split('________________________________');

var gr=new GlideRecord('sc_req_item');
gr.addActiveQuery();
gr.addQuery('number',ritmNo);
gr.query();
if(gr.next())
{
//gs.eventQueue('Test Email',gr,email.from,finalVal);
if(email.from_sys_id == gr.u_requested_for)
{
req= gr.u_requested_for;
}
var finalVal=sub+"|"+boo[0]+"|"+req;
gs.eventQueue('Test Email',gr,email.from,finalVal);
}
// req=gr.u_requested_for;
//gs.eventQueue('Test Email',current,email.from,finalVal);
gs.log("tttttttttt"+boo[0]);
//current.update();
//}

In email Log.

I changed current also but still i am getting same error.

Bob20 · ‎07-20-2020

Miachael, this is great and I have my inbound action creating the REQ/RITM/TASK. I'm not however able to set the requested_for or opened_by field. Bothe are blank. I'm sure it's a sytax thing and I'm using -

cart.setVariable(item, 'requested_for', '3e43f265db00bb00298177298c961946');

Any thoughts? Anyone?

Michael Fry1 · ‎07-21-2020

Confirming you have a variable named - requested_for - on your catalog item?