Create catalog request through email inbound

jamesgo · ‎01-25-2014

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 · ‎01-27-2014

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.

View solution in original post

Bill_Collins · ‎07-14-2015

Did you get an answer?

prashantdharne · ‎12-23-2015

hey Bill..

I am assuming you had the same problem as well. Did you get an answer for the workflow issue?

prashantdharne · ‎12-23-2015

Hey,

Were you able to make the workflow work?

Ashutosh Munot1 · ‎06-12-2015

HI james,

Can You help me on this script

kjain · ‎08-06-2020

Hello @Ashutosh Munot and @mkaufman ,

(i) I created a catalog item with view variables.

(ii) created a workflow to generate a task, and to set the assignment group value.

(iii) Wrote an inbound action :

Name : Create request

Target Table: sc_req_item

active : check

condition: subject starts with [abc]

actions: script:

var TECHNICAL_USER = 'd64be78cdbee1c50c6ea7cde3b96191c'; //

createRequest();

function createRequest() {

var cart = new Cart();

var item = cart.addItem('003d54d0dba25c50c6ea7cde3b9619f3');

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

cart.setVariable(item, 'requested_by', TECHNICAL_USER);

cart.setVariable(item, 'requested_for', TECHNICAL_USER);

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

var indexOfAdditionalInformation = email.body_text.indexOf("comments:");
var indexOfLanguage = email.body_text.indexOf("language:");
var add_inf = email.body_text.substring(indexOfAdditionalInformation + "comments:".length,indexOfLanguage);

cart.setVariable(item, 'comments', add_inf.trim());

var rc = cart.placeOrder();

}

})(current, event, email, logger, classifier);

(iv) I sent an email with subject [abc] to ServiceNow

(v) It created an RITM

(vi) Also an incident is created, when I checked the condition in create incident inbound action it is written as below:

(email.direct.toString().toLowerCase().indexOf(gs.getProperty('glide.email.user')) > -1 || email.direct.toString().toLowerCase().indexOf(gs.getProperty('snow.email.user')) > -1) && (new inboundEmailAction()). ignoreEmailAlerts(email)

what do I need to do so that it only creates an RITM and not an Incident.

Also how will the reply emails for additional comments work?

Thanks!