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?

[ankul]

Hi Mike,

current.variables.<your_variable_name>, its not working. Do you have any other solution for adding the variable value by using non cart approach.

Thanks

Ankul

[stevenhumpherso]

you arte the inspiration for my solution... thank you...

Dear All,

I now have a working solution.   Its not great or pretty but does the job... I will be 'sexing' this up at a later date.   How... well that might be another post.  

Here is the solution I have implemented...

I first created a test item called 'Iams test starter'.   which I added a workflow to & tested called 'PB - Service Cat Request > LM Approval > SD'

Then did this on the first tab

Then with adding some comments... some of which could be deleted I put this into the actions tab

and the script

and the bottom...

Its NOT perfect.   But it does create a new REQ, RITM & then 'using the workflow' creates the task... Im not a developer.   So hopefully this will help someone.

I'll also copy this into the other linked posts... Thanks to you ALL for your help & feedback.  

[apjohn2]

mkaufman's option 2 above did not work for me. Yours did. Thank you BOTH for sharing this w/ the world!

[edit] Note: In my system I had to tick the box next to 'Stop processing' otherwise it would create the request and request item and then also create an incident based on incident inbound action.

[darrinallen]

Hello Steve,

I was going through this thread as I had a similar problem. I am using OPT 2, creating both REQ and RITM.. However, I CANNOT get the workflow to fire. I am positive I have the proper WF associated. I have the following condition on my 'Show Workflow' UI Action:

!current.cat_item.workflow.nil() && !current.context.nil() && gs.hasRole('admin')

I am not seeing the UI Action pop, indicating to me that the WF is not firing whatsoever. I do not see a resolution here to the workflow disconnect problem, rather 'make sure your have a WF associated to item'

I am hoping you can provide some insight.

Thank you,

-Darrin

Here is my script:

createRequest();

function createRequest() {

      //Create Request

      var grRequest = new GlideRecord ("sc_request");

      grRequest.initialize();

      grRequest.requested_for = sys_email.user_id;

      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 = sys_email.user_id;

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

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

      current.cat_item = 'fb31a7780fb53500b0b246ace1050e9f';

      current.parent = requestSysId;

      current.request = requestSysId;

      current.request_type = 'others';

      current.assignment_group='92b67c5b0f86a100b0b246ace1050e41';

      current.priority= '3';

      current.insert();

}

[ruzbehv]

Hi Mike,

How would I pass the assignment group to the catalog task?   Also, my due_date field is not populating.   It is based on the SLA workflow.

Thanks in advance,

RV