Hello,

I too am very interested in this.  I've scoured the net and the community.  I've read posts like the ones recommended by Prateek.  Unfortunately I can't find any "Step-by-Step" tutorials on this.

The product docs at https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/planning-and-policy/tas... 

are not very helpful... Some people write to the sc_request table, others to the sc_req_item table and others use the cart api.  So, which is the best method?

I'd like to gain a better understanding over the over-all process.  My example is for creating a request for a new account (account creation NOT automated within SN).  So, inbound forwarded email comes from our HR system.  Should it create a sc_request  or a sc_req_item?

Do I need to create these forms first with the various fields to populate those variables from the inbound email into?

I'm just not understanding sc_request vs sc_req_item vs cart API and when to use each.  

I certainly don't mind doing the work but would appreciate being pointed in the right direction.

Cheers,
J.

Hi Gerrity,

Did you get the chance to do this? Thank you.

Diane

Hi Diane,

Yes I was able to figure out creation of requests via inbound email actions.  I can provide information on what I did if you're still interested.

Regards,

jason

Hi,

Can you please guide step by step. I am facing issue in creating one.

Thanks

Yes, your ServiceNow admin/developer should be able to do this.

Have them create a catalog item but don't publish it in your catalog, this is where you build all the workflow you want, then when the inbound email comes in, it will trigger/create the catalog item and the workflow will take it from there. There is no need to have the inbound action recreate all these records. All those are created and related by using a catalog item and workflow.