Create catalog request through email inbound

[jamesgo]

I have a requirement to auto-create catalog request through email inbound action, my approach is to use the Cart API(any better solution?) in inbound action script, I set up the inbound on sc_req_item table but I am not doing a current.insert() otherwise it will double submit the request(as the order is already placed through Cart API), things working fine but one problem I don't find a way to attach the original inbound email to the Activity field, any idea?

[Michael Kaufman]

Post your code, and I can try it out in a demo system.   I have some ideas.

I understand your dilemma, you want to use the Cart API, so you don't do a current,insert in the Inbound Action.   However when you don't do a current.insert, it doesn't attach the email to the Activities.  

One kind of poor fix would just to have a variable called comments and attach the email to the comments

      cartmsg = "received from: " + email.origemail + "\n\n" + email.body_text;

      cart.setVariable(item,'comments',cartmsg);

Another idea I have is to not use the Cart API at all and generate the request item without it.   I have some code for that.   However that is a little more complicated than my easy fix above.

If you post your code I can help more.

Mike

[jamesgo]

Hi Mike, below are the codes. By the way what is your another approach, if you can just let me know the brief idea that will be very helpful.

1. var cart = new Cart();
3. // add in cart
4. var item = cart.addItem('8c2a069c242cb800839dec45b40a7496');
6. // set requested for
7. cart.setVariable(item, 'requested_for', '5136503cc611227c0183e96598c4f706');
8. cart.setVariable(item, 'request_short_description', email.subject.toString());
9. cart.setVariable(item, 'request_description', email.body_html);
10. cart.setVariable(item, 'request_type', 'others');
11. // set application
12. cart.setVariable(item, 'application', '3243d574bd05300071578913764fb117');
13. // set assignment group
14. cart.setVariable(item, 'assignment_group', '4769d53099266800d7ea6843423a4c2b');
15. cart.setVariable(item, 'priority', 'PR3');
17. var rc = cart.placeOrder();

[Michael Kaufman · Accepted solution]

Here are some ideas:

Option 1: Add Message to Comments

Inbound Action: Create Requested Item

Table: sc_req_item

Condition: <your condition here>

Script:

createRequest();

function createRequest() {

  var cart = new Cart();

  // add in cart

  var item = cart.addItem('8c2a069c242cb800839dec45b40a7496');

  // set requested for

  cart.setVariable(item, 'requested_for', '5136503cc611227c0183e96598c4f706');

  cart.setVariable(item, 'request_short_description', email.subject.toString());

  cart.setVariable(item, 'request_description', email.body_html);

  cart.setVariable(item, 'request_type', 'others');

  // set application

  cart.setVariable(item, 'application', '3243d574bd05300071578913764fb117');

  // set assignment group

  cart.setVariable(item, 'assignment_group', '4769d53099266800d7ea6843423a4c2b');

  cart.setVariable(item, 'priority', 'PR3');

  var cartmsg = "received from: " + email.origemail + "\n\n" + email.body_text;

  cart.setVariable(item,'comments',cartmsg);

  var rc = cart.placeOrder();

}

Option 2: Generate without Cart API

Inbound Action: Create Requested Item

Table: sc_req_item

Condition: <your condition here>

Script:

createRequest();

function createRequest() {

      //Create Request

      var grRequest = new GlideRecord ("sc_request");

      grRequest.initialize();

      grRequest.requested_for = '5136503cc611227c0183e96598c4f706';

      grRequest.short_description = email.subject.toString();

      grRequest.description = "received from: " + email.origemail + "\n\n" + email.body_text;

      var requestSysId = grRequest.insert();

      //Create Request Item

      current.requested_for = '5136503cc611227c0183e96598c4f706';

      current.short_description = email.subject.toString();

      current.description = "received from: " + email.origemail + "\n\n" + email.body_text;

      current.cat_item = '8c2a069c242cb800839dec45b40a7496';

      current.parent = requestSysId;

      current.request = requestSysId;

      current.request_type = 'others';

      current.application= '3243d574bd05300071578913764fb117';

      current.assignment_group='4769d53099266800d7ea6843423a4c2b';

      current.priority= 'PR3';

      current.insert();

}

I tested Option 2 and it did work for me.   I used a different Catalog Item (Dev Laptop), because I didn't have your item in my catalog, but most everything else worked the same.

[jamesgo]

Thanks Mike!