inbound action

[Jack62]

Evening all,

I am working on an inbound action which is behaving rather odd. it is meant to fire a specific cat item, log as the person emailing in and take the subject and body as short description and description. At the moment the inbound action states it is being skipped but a the request again the ritm is being generated, logging as the person sending in the email, the short description is not mapping but description IS the body of the email

Any thoughts on why the inbound action is stating it skipped when it logged? the error on the email logs is 

create cat request : did not create or update sc_request using current

My inbound action script is below

createRequest();

function createRequest() {

var cart = new Cart(); //calling the cart API

var item = cart.addItem('4c1398342f302010f2aee36ef699b6f5'); //sys_id of the catalog item I want to fire

cart.setVariable(item, 'subject', email.subject); //sets catalog variable to the email's subject

cart.setVariable(item, 'emailbody', email.body_html); //sets catalog variable to email's body

var rc = cart.placeOrder(); //this launches the catalog item, and creates a request object. rc = the request object

updateRITM(rc.sys_id); //call a function immediately to update the ritm. This must be a nested function, otherwise inbound actions get weird.

//also, we're passing the sys_id of the request so we know what RITM to grab.

}

function updateRITM(req){

var ritm = new GlideRecord('sc_req_item');

ritm.addQuery('request', req); //req is what we passed from the previous function. the sys_id of the request.

ritm.query();

while (ritm.next()){

ritm.u_customer = gs.getUserID(); //my ritm table separately tracks its own customer, since I don't use Request

ritm.description = email.body_text; //we're still in the inbound action so why not exploit?

ritm.priority = email.body.priority; //good example of how to exploit email body variables

ritm.update();

}

}

event.state="stop_processing"; //stop evaluating inbound actions. This is why I keep this record's order lower than my incident from email rules.

[Tony Chatfield1]

Hi, if the email logs show the inbound action was skipped then I would think your task is probably being created by different inbound action, the field mapping anomalies you mention also point towards another action being run?

[Jack62]

Hey Tony,

I am building this in my dev instance which is clean so no other inbound action and when creating the RITM it is doing almost everything my action wants it to do. for full visibility, below is the inbound action activity on the inbound email

[Kieran Anson]

Hi,

This doesn't indicate that the inbound action was skipped, only that the "current" object which is established by the inbound action wasn't used. This is correct as your script is doing it's own record creation using the Cart() api.

You can't get rid of this error, but you can tidy up your email processing by using the following script:

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

	//Try / Catch to log any errors to email processing
	try{
		//Use new name-space API for creating an REQ.
		var cart = new sn_sc.CartJS();
		var item = {
			'sysparm_id': '4c1398342f302010f2aee36ef699b6f5',
			'sysparm_quantity': '1',
			'variables': {
				'subject': email.subject,
				'emailbody' : emai.body_html
			}
		};

		var cartDetails = cart.orderNow(item);

		logger.log(JSON.stringify(cartDetails));
	
		//Set the email record values to the record we created. This allows for the email to show on the activity stream.
		sys_email.target_table = cartDetails.table;
		sys_email.instance = cartDetails.request_id;

	} catch (e){
		//Log a warning to email processing logs.
		logger.logWarning(e);
	}

})(current, event, email, logger, classifier);

You'll still see the "did not create or update" information message in the logs, but the above sys_email additions mean that the email is correctly mapped to the target record.

[Jack62]

Hey Kieran 

That makes a lot of sense and I now have most of it mapping, I am not getting the initial email showing in the activities filtered even though sent/received emails is added and ticked and attachments are not pulling through, I thought both are OOTB functionality? 

Jack