Need help in inbound email action

[nameisnani]

Hi Team 

can any one please help me on this below requirement 

For ' Request Help ' catalog item 

- If a request is coming from an email : 

   --- User from Email address that is being sent from .

- if a user is not identified user requested for 

- if a user is still not identified set Opend by field ' Person not in database ' 

How to configure this required . 

can any one please help me steps 

Note - Email subject should contains ' EpicCare Link ' 

Request should created along with ritm 

[Tanushree Maiti]

Hi @nameisnani 

Try this:

//Replace Sys_id as required.

Inbound Email Action Script

• Navigate to System Policy > Email > Inbound Actions and
• create a new record for the sc_req_item table.

var senderEmail = email.from;

var userGr = new GlideRecord('sys_user');

userGr.addQuery('email', senderEmail);

userGr.query();

var cartId = GlideGuid.generate(null);

var cart = new Cart(cartId);

var item = cart.addItem('SYS_ID_OF_REQUEST_HELP_CATALOG_ITEM'); // Replace with your Catalog Item's sys_id

if (userGr.next()) {

    cart.setVariable(item, 'requested_for', userGr.sys_id);

    cart.setVariable(item, 'opened_by', userGr.sys_id);

} else {

    cart.setVariable(item, 'opened_by', 'SYS_ID_OF_PERSON_NOT_IN_DATABASE_RECORD');

}

var rc = cart.placeOrder();

[yashkamde]

Hello @nameisnani ,

did you tried or where are you stuck??