Create a request using Flow Designer without the need of a catalog item

[Alex Saager1]

Hi Community,

I have a requirement to create a request from an inbound email, now the issue I have is that there is no catalog item for the item level of this request.

The scenario is an email comes out from one of our internal systems and should go to one of our assignment groups to complete that request, now these requests could be different each time so there could be 5-6 different request types.

I've tested this following another post:
Solved: How to generate a REQ, RITM and SCTask through flo... - ServiceNow Community

but when I test this the inbound email is generating an incident:

Is this possible using flow designer without the need to create/hide different catalog items knowing that ServiceNow has the REQ, RITM, SCTASK structure?

Many thanks,

Alex

[Dnyaneshwaree]

Hello @Alex Saager1 

after creating inbound actions and new flow, set the trigger to be the inbound email action you created. Then Determine the Request Type In the flow, by add a Script step to determine the type of request based on the email content. You can use the email body, subject, or any other identifiable information.

// Example script to determine request type
var emailBody = email.body_text; // or email.subject
var requestType;

if (emailBody.includes('Request Type 1')) {
    requestType = 'Type 1';
} else if (emailBody.includes('Request Type 2')) {
    requestType = 'Type 2';
} else if (emailBody.includes('Request Type 3')) {
    requestType = 'Type 3';
} // Add more conditions as needed