How to create service request through Inbound action ?
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03-04-2022 03:51 AM
I have a requirment when ever I receive an email from outside automatically it should create service request
I have a catalog item - onboard
Based on the email body how to can I write script to fill this fields and submit this request ?
Thanks in Advance!!
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03-04-2022 04:13 AM
have u tried using the cart API:
the code should look something like this:
var v_cartId = GlideGuid.generate(null);
var v_cart = new Cart(cartId);
var item = v_cart .addItem('<sysid_of_catalog_item>');
v_cart .setVariable(item, 'new_hire_name',email.body_text.name);
v_cart .setVariable(item, 'email', email.body_text.mail);
.
.
.
.
var v_Submit = v_cart .placeOrder();
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03-04-2022 04:14 AM
Hi,
As per the OOB functionality - incident will be created with out reference as prefix via email.
If you take Case ticket creation, You should use 'Case:' as prefix to create the ticket via email.
Similar way , you should use some prefix to create the service request and you can update the RITM via email as per OOB functionality.
Regards,
Suresh.
Suresh.