Inbound Email Script to Close RITM

[kamchow]

An email sent out to "Requestor" to reply either "accept" or "reject" when catalog task is closed. This email is triggered from "sc_task" table. Can someone share how to use Inbound Email Action to close RITM if "accept" is replied?

We'd created an Inbound Action on "sc_req_item" table, but didn't work:

Error message:

Skipping 'Mark Request Item Closed', email is a reply, and the record it matches is not in the Inbound Email Action's table.

[Geoffrey2 · Accepted solution]

If the Email Notification is being sent from the sc_task, then the Inbound Action will need to be on the sc_task table too.

If you want it to close the sc_req_item, then you will need to do so with a script on the Action tab:

var ritm = new GlideRecord('sc_req_item');
if (ritm.get(current.request_item)) {
       ritm.state = 3; // Closed Complete
       ritm.work_notes = 'Service Request Accept';
       ritm.update();
}

[kamchow]

Prefect! It works... Thanks a lot.

[kamchow]

Sorry to bothering you again.

If we want to reopen sc_request to "rework", the script is not working. Am I coding wrong?

var sc = new GlideRecord('sc_request');  

if (sc.get(current.request)) {  

      sc.state = "Rework"; // Rework  

      sc.work_notes = 'Service Request Does Not Accept';  

      sc.update();  

}

[Geoffrey2]

sc_request normally uses the request_state field (not state).   Check the field name and choice values on the form.