Need Guidance on Creating RITM Based on Two Specific Emails

[Robin007]

Hello ServiceNow Community,

I'm currently facing a challenge with a requirement and would appreciate your guidance.

Requirement: I need to create a Requested Item (RITM) when two specific emails are received in the system. The emails are as follows:

1. Subject: Testing VPN - I
2. Subject: Testing VPN - II

Upon receiving both of these emails, I want to automatically generate an RITM. Additionally, I need to map certain fields, such as "Assigned to," "Assignment Group," and "Short Description" to the email subjects. The body of both emails should be mapped to the RITM description.

Approach: I've explored using inbound actions and flows, but I'm unsure about how to set the conditions, especially for the second email and get both email bodies to set the description of the RITM.

Alternatively, if not possible to create the RITM after receiving the second email then in that case only I'm open to suggestions, such as creating the RITM after receiving the first email and updating it with the information from the second email.

If anyone has experience with a similar scenario or can provide guidance on the best approach, I would greatly appreciate your insights.

Also let me know if you need any more insights from my end.

Thank you in advance for your help!🤗

[Pratiksha2 · Accepted solution]

Hello @Robin007 -

To achieve this you have to create flow designer:

1. You can use trigger as Inbound email to start the flow when a email with the subject "Testing VPN - II" is received.

2. Next, within the actions section, use a lookup record operation on the sys_email table to retrieve the first email record, apply condition as the subject contains "Testing VPN - I" and Created on Today.
3. Then create record action to generate a RITM and in the description field you can add body text from inbound action > Email Record > Body Text and from Look Up record > Email Record > Body Text.

Please refer below screenshot for your reference.

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks,

Pratiksha

[Robin007]

Can anyone please help or suggest me any way to achieve the above requirement.

Thanks in advance😀,
Robin.

[Pratiksha2 · Accepted solution]

Hello @Robin007 -

To achieve this you have to create flow designer:

1. You can use trigger as Inbound email to start the flow when a email with the subject "Testing VPN - II" is received.

2. Next, within the actions section, use a lookup record operation on the sys_email table to retrieve the first email record, apply condition as the subject contains "Testing VPN - I" and Created on Today.
3. Then create record action to generate a RITM and in the description field you can add body text from inbound action > Email Record > Body Text and from Look Up record > Email Record > Body Text.

Please refer below screenshot for your reference.

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks,

Pratiksha

[Robin007]

Hi Patiksha,

I hope this message finds you well!

I wanted to extend a huge thank you for your exceptional support with my recent question. Your response worked like a charm and exceeded my expectations. I apologize for the delay in expressing my gratitude; last week was incredibly hectic, but your assistance truly saved the day. Your timely help allowed me to meet my deadline, and I couldn't have done it without you.

Once again, thank you so much for your expertise and understanding!🤩🙌

[Pratiksha2 · Accepted solution]

Hello @Robin007 -

Thank you so much for your kind words!
I'm thrilled to hear that my response was helpful to you and that it exceeded your expectations.
No need to apologize for the delay;  I'm just glad I could assist you in meeting your deadline.

If you have any further questions or need assistance in the future, please don't hesitate to reach out. I'm here to help!

Regards,
Pratiksha 😊