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.

[Harsh Vardhan]

try now.

write inbound action on sc_task table.

gs.include('validators');

if (current.getTableName() == "sc_task") {

if (email.subject.toLowerCase().indexOf("close task") >= 0) {

current.state= "2";   //<value of close state here i have mentioned 2 because my close state value is 2>

}

current.update();

}

[sethivarun]

Harsh,

we don't know that his email subject has close task in it or not.

[Harsh Vardhan]

try without that condition. but it would be good if user will mention some word (close) so it will be easy to execute the script.

[rba-chris]

The email subject line is New Device Accepted. So I would use this?

gs.include('validators');

if (current.getTableName() == "sc_task") {

if (email.subject.toLowerCase().indexOf("New Device Accepted") >= 0) {

current.state= "3";

}

current.update();

}

[Harsh Vardhan]

make it in small word. because you have used toLowerCase(). also make sure when to run set to "reply" in inbound action.

if (email.subject.toLowerCase().indexOf("new device accepted") >= 0) {