To set value to the RITM catalog item variables in inbound actions script

[Suprithabhonsle]

Hi,

I have catalog with variables like user id, name, email etc.

I am sending an email to servicenow with details like user id: 1234, name: example etc. I am using inbound actions script to fetch details and create a RITM for this. But when I am trying to set values to the catalog variables, the created RITM which has catalog variables is not seen. How can I solve this issue.

Below script to fetch from the email and creating RITM.

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

    // Extract the email subject and body

    var email_subject = email.subject;

    var email_body = email.body_text;

    // Parse the email body to extract necessary details

    var details = {};

    var lines = email_body.split('\n');

    lines.forEach(function(line) {

        var parts = line.split(':');

        if (parts.length === 2) {

            var key = parts[0].trim().toLowerCase();

            var value = parts[1].trim();

            details[key] = value;

        }

    });

    // Create a new request

    var requestGr = new GlideRecord('sc_request');

    requestGr.initialize();

    requestGr.setValue('short_description', 'Request from email for employee: ' + details['employee id']);

    var requestSysId = requestGr.insert();

    // Create a new request item for the custom catalog item

    var itemGr = new GlideRecord('sc_req_item');

    itemGr.initialize();

    itemGr.setValue('cat_item', 'dc3b44591b7b8e545e056531604bcb5f'); // sys_id for catalog 

    itemGr.setValue('request', requestSysId);

    itemGr.setValue('short_description', 'Request for employee: ' + details['employee id']);

    // Set the catalog item variables

    itemGr.setValue('employee_id', details['employee id']);  // Custom variable field name

    itemGr.setValue('user_id', details['user id']);          // Custom variable field name

    itemGr.setValue('first', details['firstname']);       // Custom variable field name

    itemGr.setValue('last_name', details['lastname']);         // Custom variable field name

    itemGr.setValue('phone_number', details['phone number']); // Custom variable field name

    itemGr.setValue('email', details['email']);               // Custom variable field name

    itemGr.setValue('manager', details['manager']);           // Custom variable field name

    var itemSysId = itemGr.insert();

    // gs.eventQueue('sc_req_item.create', itemGr, '', '');

})(current, event, email, logger, classifier);

Help me to solve the issue.

Thanks in advance.

[Hemanth M1]

Hi @Suprithabhonsle , 

Use Cartapi to create request and RITM in your inbound

ex:

 var cartId = GlideGuid.generate(null);
        var cart = new Cart(cartId);
        var item = cart.addItem('xyz'); ///substitute your cat item sys_id
        cart.setVariable(item, 'variable backend name', 'value');      //Set Variables in your Cart Item
        var rc = cart.placeOrder(); // retuns sys_id of the Req , this would generate Req and RITM

Hope this helps!!