Populate RITM variable values through inbound action

[Renu9]

Hi All,

I am triggering a service request through inbound email action.

Where in I need to populate values in RITM variables with the content in email body.

I am using below script, but it is not working. Kindly suggest me any modifcations.

var ritmRec = new GlideRecord("sc_req_item");
ritmRec.addQuery("request", rc.sys_id);
ritmRec.query();
if (ritmRec.next()) {
ritmRec.short_description = email.subject.toString();
ritmRec.description = email.body_text.toString();
ritmRec.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
current.employee_no = email.body.employee_number.toString();
current.employee_name=email.body.employee_name.toString();
ritmRec.update();

employee_no and employee_name are not populating. Sending email as below.

Employee Number:12345

Employee Name:Test

And also noticed REQ's are not generating in order.

REQ0017421,REQ0017423,REQ0017425

One number is getting skipped. Kindly suggest what is missing here

[Community Alums]

HI @Renu ,

Refer the below links may helpful to you.

How to launch Catalog Items from Email

Create Request from Inbound Email Action

Submit a catalog item through Email inbound action

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Renu9]

Hi Sandeep,

My request number skipping issue resolved after enabling preventing numbering gaps property.

Is this issue occurs only when we use inbound email actions? 

[eumak]

Hello Renu,

value pairs in the message body of a recieved email. You should be able to pull the value using something like:

current.variables.<variable_name> = email.body.information_from_email;

Please update the bold lines with the below code & try

current.variables.employee_no = email.body.employee_number.toString();
current.variables.employee_name=email.body.employee_name.toString();

Mark it as helpful or correct, If Applicable

Cheers..!
Happy Learning:)
Tushar

[Renu9]

Hi Tushar,

Now I can get variables filled up with data from email body. But request numbers are not generating in order, alternate request numbers are getting generated.How to chck this