Regarding Inbound email action that created RITM from email Received

[Sriram34]

Hello Team,

I have requirement like when email received to servicenow instance. A Requested Item("RITM") should be created.

And also we need to try and map the fields of the that ritm form and variables section of the RITM from content of the email.

Please let me know if it is possible and let me know if you have any queries.

Thanks in advance.

[Ademir Amaral1]

Hi @Sriram34 !

See if this is what you are looking for:
https://www.servicenow.com/community/developer-blog/how-to-launch-catalog-items-from-email/ba-p/2289...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

[maroon_byte]

Use Flow Designer as seen below. Inbound email condition needs to have filters of Mailbox & Receive type along with other filters to process specific emails:

Regards,

Sharad

[Sriram34]

@maroon_byte 

Thanks for your reply and information.

Can you please elaborate, submit catalog item request part. Like is that useful to create RITM/Req with fields mapping into the form and also variables on the form from the email body.

[Visnu1517]

Hi Sriram,

You can implement this in two ways.

1. Inbound Email Action

Action Type: Record Action

Target Table: sc_request (Requests table)

You need to create a Request and then create a request item.

Set Type as New in when to run

and in same, set a condition to define when to trigger this inbound email action.

And in Action section, you can write a script to create a request and create a request item for the created request.

2. Using Flow designer

Set Trigger as Inbound Email

Set email conditions to define when this flow should be triggered. this flow shouldn't be triggered for all emails. so define a specific conditions

Under actions, define flow to create a catalog request

Use in-built action 'Submit Catalog Item Request' to create a request and request item for an existing service catalog in the system

Or use 'Create Record' action to create a request and then use 'Create Record' action again to create Request item

Check required and mandatory fields on both the request and request item table and fill the appropriate data in those fields