Reply Type Inbound Email Action

[tulasi8]

Hi Community,

Can anyone please say whether this was the best practice or not in ServiceNow ?If No, what are the issues we face if configured this action .  If yes , how can we implement this ? @Ankur Bawiskar @Dr Atul G- LNG 

create "reply" inbound email action 

and give conditions like "if there is RE in subject " don't create RITM

"if there is NO RE in subject " then create RITM.

Regards,

Tulasi

[Ankur Bawiskar]

@tulasi8 

what's your exact business requirement?

[Tanushree Maiti]

Hi @tulasi8 

Try this:

Inbound Email Action Configuration

• Name: Conditional RITM from Email
• Table: Requested Item [sc_req_item] (or Global)
• Type: Reply email
• Active: true
• Stop processing: true

(function runAction(current, email, event, logger, classifier) {

    var subjectLower = email.subject.toLowerCase();

     var containRE = (subjectLower.indexOf('re:') > -1);   

    if (containRE) {

        action.setAbortAction(true);

        gs.log("Inbound Email Ignored: 'RE' found in subject line for email: " + email.subject);     

    } else {

          var cart = new Cart();

        var item = cart.addItem('YOUR_CATALOG_ITEM_SYS_ID');

        cart.setVariable(item, 'description', email.body_text);

        var rc = cart.placeOrder(); // Creates the REQ and associated RITM

        gs.log("New Request and RITM created from inbound email. Subject: " + email.subject);

    }

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