Attachment is not getting attach in the requested item when it is creating via inbound action

[Samiksha2]

Hi,

I have created a inbound action to create Request and requested item. Whenever user is attaching any document with email it is not attaching in the respective requested item or request.

I checked the email logs. target is coming as blank.

This is inbound action on Request Table

var cartID = GlideGuid.generate(null);
    var cart = new Cart(cartID);
    var item = cart.addItem('562790589388b11034dbbb2c5cba');

    cart.setVariable(item, 'short_description', email.subject);
    cart.setVariable(item, 'description', email.body_html);
    var rc = cart.placeOrder();

    var ritm = new GlideRecord('sc_req_item');
    ritm.addQuery('request', rc.sys_id);
    ritm.query();
    if (ritm.next()) {
        ritm.short_description = email.subject;
        ritm.description = email.body_html;
        ritm.comments = email.body_text;
		
        ritm.contact_type = "email";
  
        ritm.approval = "No Longer Required";
ritm.state = "Work in Progress";
        ritm.requested_for = gs.getUserID();
	

     
      
           
            
        
        ritm.update();
    }

Please help in this.

Thanks,

Samiksha

[Ankur Bawiskar · Accepted solution]

@Samiksha2 

update and add this line

var cartID = GlideGuid.generate(null);
var cart = new Cart(cartID);
var item = cart.addItem('562790589388b11034dbbb2c5cba');

cart.setVariable(item, 'short_description', email.subject);
cart.setVariable(item, 'description', email.body_html);
var rc = cart.placeOrder();

var ritm = new GlideRecord('sc_req_item');
ritm.addQuery('request', rc.sys_id);
ritm.query();
if (ritm.next()) {
ritm.short_description = email.subject;
ritm.description = email.body_html;
ritm.comments = email.body_text;

ritm.contact_type = "email";

ritm.approval = "No Longer Required";
ritm.state = "Work in Progress";
ritm.requested_for = gs.getUserID();

ritm.update();

// to copy file to REQ use this

GlideSysAttachment.copy('sys_email',sys_email.getUniqueValue(),'sc_request',rc.sys_id.toString());

// to copy file to RITM use this

GlideSysAttachment.copy('sys_email',sys_email.getUniqueValue(),'sc_req_item',ritm.sys_id.toString());

}

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Samiksha2]

Hi @Ankur Bawiskar ,

Thank you for reply.

I added the code in the inbound action. Still not getting attachment.

This is email log. In the email log attachment is there but in the RITM it is not coping. 

Thanks,

Samiksha

[Samiksha2]

Hi @Ankur Bawiskar ,

I search this article.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547763

I am not sure if this resolve my issue but how

Thanks,

Sam

[Ankur Bawiskar]

@Samiksha2 

the line I shared should work fine.