question Re: Create REQ [sc_request], RITM [sc_req_item] and SCTASK [sc_task] via inbound email action in Developer forum

Create REQ [sc_request], RITM [sc_req_item] and SCTASK [sc_task] via inbound email action

dianemiro — Thu, 02 May 2019 14:23:12 GMT

Hi Everyone,

Can someone point me on the right direction on how to create a Service Request using inbound action? Here are the requirements.

- All emails sent to example@domain.com will create REQ, RITM and SCTASK automatically.
- Information for Request:

Requested for is From (email)
Short Description is Subject (email)
Description is Email Body
Opened by is From (email)

- Information for RITM:

Request is Request generated from above.
Requested for is From (email)
Opened by is From (email)
State is Open

- Information for SCTASK:

Request Item is the Request Item generated from above
Requested for is From (email)
Assignment Group is Info Security
Short Description is Subject (email)
Description is Email Body

But before SCTASK will be created an approval workflow should be initiated.

Thank you in advance.
Diane

Re: Create REQ [sc_request], RITM [sc_req_item] and SCTASK [sc_task] via inbound email action

Prateek kumar — Thu, 02 May 2019 14:26:49 GMT

Check these out:

https://community.servicenow.com/community?id=community_question&sys_id=3ec3c7a5dbd8dbc01dcaf3231f961996

https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/planning-and-policy/task/t_CreateARequestFromAnInboundEmail.html

Re: Create REQ [sc_request], RITM [sc_req_item] and SCTASK [sc_task] via inbound email action

Gerrity — Fri, 03 May 2019 11:56:37 GMT

Hello,

I too am very interested in this. I've scoured the net and the community. I've read posts like the ones recommended by Prateek. Unfortunately I can't find any "Step-by-Step" tutorials on this.

The product docs at https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/planning-and-policy/task/t_CreateARequestFromAnInboundEmail.html

are not very helpful... Some people write to the sc_request table, others to the sc_req_item table and others use the cart api. So, which is the best method?

I'd like to gain a better understanding over the over-all process. My example is for creating a request for a new account (account creation NOT automated within SN). So, inbound forwarded email comes from our HR system. Should it create a sc_request or a sc_req_item?

Do I need to create these forms first with the various fields to populate those variables from the inbound email into?

I'm just not understanding sc_request vs sc_req_item vs cart API and when to use each.

I certainly don't mind doing the work but would appreciate being pointed in the right direction.

Cheers,
J.

Re: Create REQ [sc_request], RITM [sc_req_item] and SCTASK [sc_task] via inbound email action

dianemiro — Mon, 06 May 2019 13:49:15 GMT

Hi Prateek,

Thanks for your response. I tried doing this by creating an inbound action referencing to Request Item table and put 50 as order and I changed the order of inbound action for incident creation to 100. But when I send a test email to my instance, it is still creating an incident ticket instead of a request item ticket. Can you point me in the right direction? Thank you.

Diane

Re: Create REQ [sc_request], RITM [sc_req_item] and SCTASK [sc_task] via inbound email action

dianemiro — Wed, 08 May 2019 15:37:32 GMT

Hi Gerrity,

Did you get the chance to do this? Thank you.

Diane

Re: Create REQ [sc_request], RITM [sc_req_item] and SCTASK [sc_task] via inbound email action

Gerrity — Thu, 16 May 2019 11:28:32 GMT

Hi Diane,

Yes I was able to figure out creation of requests via inbound email actions. I can provide information on what I did if you're still interested.

Regards,

jason

Re: Create REQ [sc_request], RITM [sc_req_item] and SCTASK [sc_task] via inbound email action

Jeff316 — Thu, 16 May 2019 11:34:36 GMT

Yes, your ServiceNow admin/developer should be able to do this.

Have them create a catalog item but don't publish it in your catalog, this is where you build all the workflow you want, then when the inbound email comes in, it will trigger/create the catalog item and the workflow will take it from there. There is no need to have the inbound action recreate all these records. All those are created and related by using a catalog item and workflow.

Re: Create REQ [sc_request], RITM [sc_req_item] and SCTASK [sc_task] via inbound email action

kjain — Thu, 13 Aug 2020 18:05:44 GMT

Hi,

Can you please guide step by step. I am facing issue in creating one.

Thanks