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?

[emyrold]

Hi Karen, so what did you inbound action script end up looking like?   Can you post?

[karenwoo]

See below. Updated two variables, one of them is a reference field. Line 34-36 is what I added to get the Requested For to update.

//1. Creates a new cart, with cartID as the name and the sys ID as the creator

var cartId = GlideGuid.generate(null);

var cart = new Cart(cartId);

//2. Adds the form "WWG - Shared Drive" to the cart

var item = cart.addItem('e92a1d090f33f5009a1ba109b1050e2a');

//3. Sets a global variable for requested for

var rf;

//4.   Looks through the body of the email for "User Id requesting Access:" and gets the value after it. It will then write it to the log

var myRequesterID = email.body.user_id_requesting_access;

gs.log('Requester id is: ' + myRequesterID);

//5. if the script found something

if(!myRequesterID.nil()){

       //6. It will bring up all the records in the User table

       var reqUser = new GlideRecord('sys_user');

       //7. look only for the RACF ID as the username

       reqUser.addQuery('user_name',myRequesterID);

       reqUser.query();

       //8. If it finds a matching username from the User table

       if(reqUser.next()){

               gs.log("has next ");

               //9. It will bring back the sys ID for that user ID and write it to the log

               gs.log(myRequesterID + "'s sys id is " + reqUser.sys_id);

               //10. It then changes the sys ID into a string

               var fid = reqUser.sys_id.toString();

               //10. Variable question "racfid for whom the request is for:" is set to the sys ID/username/RACF ID

               cart.setVariable(item, 'racfid',fid);

               //11. Global variable is set to the sys ID/Username/RACF DI

               rf=fid;

       }

}

//12. Variable question "Please describe your request:" is set with the subject and contents of the email

cart.setVariable(item, 'details', "received from: " + email.origemail + "\n\n" + email.body_text);

//13. Gets the cart again and sets the Requested For on the Cart/RITM

var cartGR = cart.getCart(); 

cartGR.requested_for = rf;

cartGR.update();

//14. Submits the RITM/cart

var rc = cart.placeOrder();

[Nickels]

I am trying to use this method for to setup a scheduled job to create a reoccurring request. We have some monthly processes that need the request filled out. Is there any reason that your solution above would not work in a scheduled job? The job I have created is create the REQ but not kicking off the item / workflow.

Thanks for the help!

-Chris

[Azim Kazi]

Life saver Solution for me thanks @mkaufman 

[darrinallen]

Hello Mike!

First off, big thanks to you and others for assembling this information.

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 very much.

-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();

}