I have to create inbound action.

niveditakumari · 3 weeks ago

Hi,

I have to create Inbound Action.

1) Create an inbound action to accommodate email coming from portal@remota.com to servicenow's mailbox
2) This RITM catalog item name would be Device Unlock Request, short description of the RITM upon creation would be -> Device Unlock Request - <RITM_Creation_Date>
3) REQ short description and description = Device Unlock Request
4) RITM would be assigned to Support Engineering - Tier 1 group
5) Email body would be pasted into RITM description
[Note: Mostly email body would contain a table which would host two columns, Device Serial and Offboarding date. Table would contain multiple rows i.e. multiple device information altogether in a single email, we aren't creating ticket per device at the moment rather clubbing into RITM as an initial process]
4) Priority would be set as P3

Can you please help me to create Inbound Action to achieve that.

Regards,

Nivedita

Matthew_13 · 3 weeks ago

Hi Buddy,

Here’s the simplest and most accurate way to do it that i can come up with.

Create an Inbound Email Action (Type = New) with this condition:

email.from && email.from.toLowerCase() == 'portal@remota.com'

Use this script replace the two sys_ids:

(function runAction(email, action, event) {

    var CAT_ITEM_SYSID = 'DEVICE_UNLOCK_CATITEM_SYSID';
    var TIER1_GROUP_SYSID = 'SUPPORT_ENGINEERING_TIER1_SYSID';

    // Create REQ
    var req = new GlideRecord('sc_request');
    req.initialize();
    req.short_description = 'Device Unlock Request';
    req.description = 'Device Unlock Request';
    var reqId = req.insert();

    // Create RITM
    var ritm = new GlideRecord('sc_req_item');
    ritm.initialize();
    ritm.request = reqId;
    ritm.cat_item = CAT_ITEM_SYSID;
    ritm.short_description = 'Device Unlock Request - ' + gs.nowDate();
    ritm.description = email.body_text || GlideStringUtil.stripHTML(email.body_html);
    ritm.assignment_group = TIER1_GROUP_SYSID;
    ritm.priority = 3; // P3
    ritm.insert();

    action.setAbortAction(true);

})(email, action, event);

This will:

Create one REQ + one RITM per email
Set the correct short descriptions
Copy the full email body (including tables as text) into the RITM
Assign to Support Engineering – Tier 1
Set Priority = P3

If you later want to parse the device table into structured data, that can be added on top of this.

@niveditakumari - Please mark Accepted Solution and Thumbs Up if you find Helpful 🙂

MJG

yashkamde · 3 weeks ago

Hello @niveditakumari ,

You can create a flow for that,

select the trigger condition as inbound email and type as SMTP -> then create a request for linking the ritm into that

then create a ritm in which add req -> select data pill upper created REQ
This is the automated inbound action..
If my response helped mark as helpgul and accept as solution.

vaishali231 · 3 weeks ago

hey @niveditakumari

here simple script :

condition

email.from && email.from.toLowerCase() == 'portal@remota.com'

Script :

(function runAction(email, action, event) {

    // Get catalog item sys_id
    var catItemGR = new GlideRecord('sc_cat_item');
    catItemGR.addQuery('name', 'Device Unlock Request');
    catItemGR.query();

    if (!catItemGR.next()) {
        gs.log('Device Unlock Request catalog item not found');
        return;
    }

    // Create RITM
    var ritm = new GlideRecord('sc_req_item');
    ritm.initialize();

    ritm.cat_item = catItemGR.sys_id;
    ritm.short_description = 'Device Unlock Request - ' + gs.nowDate();
    ritm.description = email.body_text;

    // Assignment Group
    var groupGR = new GlideRecord('sys_user_group');
    groupGR.addQuery('name', 'Support Engineering - Tier 1');
    groupGR.query();

    if (groupGR.next()) {
        ritm.assignment_group = groupGR.sys_id;
    }

    // Priority P3
    ritm.priority = 3;

    ritm.insert();

})(email, action, event);

*************************************************************************************************************
If this response helps, please mark it as Accept as Solution and Helpful.
Doing so helps others in the community and encourages me to keep contributing.

Regards
Vaishali Singh

jimjqliao · 3 weeks ago

To achieve this in ServiceNow, you will use an Inbound Email Action with a script utilizing the Cart API. This API programmatically simulates ordering a catalog item, ensuring that the Request (REQ) and Requested Item (RITM) are created and linked correctly.

Step 1: Configuration Details

Navigate to System Policy > Inbound Email Actions and create a new record with the following settings:

Name: Create Device Unlock RITM
Target Table: Requested Item [sc_req_item]
Type: New
Condition: email.from == 'portal@remota.com' (Ensures only emails from this address trigger the action).

Step 2: The Script

Paste the following script into the Actions tab. You must replace 'SYS_ID_OF_CATALOG_ITEM' and 'SYS_ID_OF_SUPPORT_ENGINEERING_GROUP' with the actual Sys IDs from your instance.

(function runAction(current, event, email, logger, classifier) {
    // 1. Initialize Cart API to simulate order
    var cartId = GlideGuid.generate(null);
    var cart = new Cart(cartId);
    var item = cart.addItem('SYS_ID_OF_CATALOG_ITEM'); // Replace with 'Device Unlock Request' Sys ID

    // 2. Place the order
    var rc = cart.placeOrder();
    var requestId = rc.sys_id;

    // 3. Update the Request (REQ) record
    var reqGR = new GlideRecord('sc_request');
    if (reqGR.get(requestId)) {
        reqGR.short_description = "Device Unlock Request";
        reqGR.description = "Device Unlock Request";
        reqGR.update();
    }

    // 4. Update the Requested Item (RITM) record
    var ritmGR = new GlideRecord('sc_req_item');
    ritmGR.addQuery('request', requestId);
    ritmGR.query();
    if (ritmGR.next()) {
        // Date formatting for Short Description
        var gdt = new GlideDateTime();
        var creationDate = gdt.getLocalDate().getByFormat("yyyy-MM-dd");

        ritmGR.short_description = "Device Unlock Request - " + creationDate;
        ritmGR.description = email.body_text; // Paste email body (table data) into description        ritmGR.priority = 3; // Priority P3        ritmGR.assignment_group = 'SYS_ID_OF_SUPPORT_ENGINEERING_GROUP'; // Replace with Support Engineering - Tier 1 Sys ID        ritmGR.update();
        
        // Associate the incoming email with the newly created RITM        sys_email.instance = ritmGR.sys_id;
        sys_email.target_table = "sc_req_item";
    }

    event.state = "stop_processing"; // Prevent other inbound actions from running})(current, event, email, logger, classifier);