Close Service Catalog Task via Email

[rba-chris]

Hi Everyone,

I'm trying to automatically close a service catalog task based on and end user clicking on a link in an automatically-sent email. Here's the inbound action script that I'm trying to use:

closeUserAcceptanceTask();  

function closeUserAcceptanceTask(){

// Go through all of the RITMs in this REQ and see if they are approved

var gr_task = new GlideRecord('sc_task');

gr_task.addActiveQuery();

gr_task.addQuery('sc_req_item', current.request_item.request);

gr_task.addQuery('short_description', 'STARTSWITH', 'User Acceptance');

gr_task.query();

while(gr_task.next()) {

gr_task.state = "closed_complete";

}

}

I have also checked out the following URL, but I couldn't get it working either:

https://community.servicenow.com/thread/176755?q=Close%20Service%20Catalog%20Task%20via%20Email

Thanks in advance for your help.

[sethivarun]

Hi Chris,

please have a look at the Update Approval Request inbound action . If you still have doubts i can help some more to get your requirement completed

[rba-chris]

Thank you - I just rechecked the Update Approval Inbound action and I wasn't completely clear on how it was finding the correct approval to update. I would greatly appreciate more help.

Thanks!

[sethivarun]

Hi Chris,

Let me create a sample script.

what would your close email look like?

[rba-chris]

Many thanks - I have the email script done already, it's just the close script functionality that I need working.

[sethivarun]

Hi Chris,

what i meant was, how are tyou going to identify that an email reply is acceptance or not. Base on that we can write the scripts