Update the RITM ticket with the help of Inbound email

[ersureshbe]

Hi All,

I'm trying to update the RITM ticket with the help of Email. The OOB functionality is having the script and I enabled and tested with dummy email. But its not working. The following code is present to achieve this.

I tested the email logs - I can see email is received and processed but the log is not showing the mentioned inbound action name not present.

Email Logs:

The log is showing the mentioned above inbound action is not triggered. Can you please help me how to resolve this?

Regards,

Suresh

[Anil Lande]

Hi,

The email you are replying is triggered on sc_request table. (As per logs, it was identified as reply to REQXXXX).

So this record will not update RITM as per your current setup.

To update RITM you need to use GlideRecord script and get the required RITM and update it.

var reqItem = new GlideRecord('sc_req_item');
reqItem.addQuery('request',current.sys_id.toString());
reqItem.query();
while(reqItem.next()){
reqItem.comments ='Reply from :'; // use your logic here
reqItem.update();
}

or change the email notification table to sc_req_item.

Thanks,
Anil Lande

[ersureshbe]

Dear Anil,

Thanks for the update. Please refer my first screenshot. The target table was configured as 'sc_req_item' table and I highlighted it's OOB action. If you refer the inbound action in the instance we have tab called 'short description' tab. There service now highlighted how the email body, subject line should send. I followed the same. But still not working.

Regards,

Suresh