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

prashantdharne · ‎12-23-2015

Hey Mike,

I tried the same code but the workflow is not getting attached to the RITM. Would you be able to help me out here?

current.sys_domain = 'bf937fe85d184a00efdee878eb0dc7fd';

var grRequest = new GlideRecord ("sc_request");

grRequest.initialize();

grRequest.requested_for = '7ff82bdee07f0ec021c9cd2218ba7aa6';

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

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

grRequest.sys_domain = 'bf937fe85d184a00efdee878eb0dc7fd';

grRequest.company = 'bf937fe85d184a00efdee878eb0dc7fd';

var requestSysId = grRequest.insert();

//Create Request Item

current.requested_for = '7ff82bdee07f0ec021c9cd2218ba7aa6';

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

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

current.cat_item = 'e9500a3f0fabc200277022d8b1050e3b';

current.parent = requestSysId;

current.request = requestSysId;

current.assignment_group='3ee349ce0f864600b493db0be1050e86';

current.stage ='request_approved';

current.insert();

var w = new Workflow();

wfSysId = w.getWorkflowFromName("General Service Request V1");

w.startFlow(wfSysId, current, current.operation());

pratulagarwal · ‎12-28-2015

Hi,

I have faced a similar issue and realized that using the cart API is a better option, as in that case we just need to populate the catalog variables and submit the catalog.

It is similar to creating a request in the tool. And REQ, REQ ITEM, TASK, APPROVALS, and WORKFLOW association all will be taken care by the tool it self.

Regards

Pratul

yeskaytee · ‎06-02-2016

Hi,

Thank you for this post.

I have been using catalog item to get all details related to a request.

However, I now want request to be generated trough inbound email action.

How do i get the values from email and set them into RITM variable editor?

Example:

If email has

Name : First Last

Start Date : 12/3/2016

Location : 123 City

(These above fields were in the catalog request form)

Ashutosh Munot1 · ‎06-02-2016

You want to set this values into Request item...

TiffanyL · ‎01-28-2019

Did you ever get the above variables to populate? I am interested in achieving the same. Today, I'm only getting the email content to populate in description; the defined variables aren't working.