Flow Designer:Inbound Email Action – Unable to Auto Create RITM (sc_req_item) from Email

Kishore47 · 4 hours ago

Hi Team,

I’m facing an issue while trying to auto-create an RITM (sc_req_item) from an inbound email and would appreciate your guidance.

Requirement:
When an email is received, a RITM (sc_req_item) should be created automatically.

Email Subject → RITM Short Description
Email Body → RITM Description
No manual catalog item submission by the user

What I’ve done so far:

Created an Inbound Email Action
Trigger: Inbound Email
Action: Create Record
Table: sc_req_item

Issue:
When I configure the inbound email action to create an Incident, the record is created successfully.
However, when I change the table to sc_req_item, the RITM is not created.

Thanks in advance for your help.

Chaitanya ILCR · 3 hours ago

Hi @Kishore47 ,

Check if there are any Data policies or BRs preventing the creation of that record (check the flow execution logs and see if you see something)

if you use create record to create the RITM the workflow/flow won't get attached it's better to use the Submit a catalog item action and select the catalog item name and fill the variables instead of that.

https://www.youtube.com/watch?v=z4ExyTBorX0

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

yashkamde · 3 hours ago

Hello @Kishore47 ,

If the incident record is creating and the RITM is not then there must be any configuration issue like server side rules affecting (like mandatory fields or policy restrictons),

Because I tried in my pdi, its working fine..

If my response helped mark as hepful and accept the solution.