Email inbound actions

[User_267]

I have a requirement like, when a email has been sent, the response from the user has to be captured in Requested item worknotes.

How to configure email inbound for this?

[Anand Kumar P]

Hi @User_267,

Create new inbound email action use condition as per your requirement and use below code 

var subject = email.subject.toString();// email subject contains request item number

var emailResponse = email.body_text;

var ritm = new GlideRecord('sc_req_item');
ritm.addQuery('number', subject))

ritm.query();

if (ritm.next())

{
ritm.work_notes = "Email Response:\n" + emailResponse;
ritm.update();
}

Please mark it as solution proposed and helpful if it works for you.

Thanks,

Anand

[User_267]

It's not for one ritm, so i cannot update ritm number in script

[Anand Kumar P]

Hi @User_267,

You mean in one inbound email subject you have multiple RITM numbers?

Thanks,

Anand

[User_267]

Not like that, there will be multiple users so multiple catalog items will be submitted and we get different ritm's for every catalog item right.so I cannot mention only one ritm number right in script