Inbound Email Script to Close RITM

kamchow · ‎09-04-2016

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 · ‎09-04-2016

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();

}

View solution in original post

kamchow · ‎09-04-2016

We're using 'state'

Geoffrey2 · ‎09-04-2016

Then the value will be a number, not "Rework". Click Show Choice List to find the value for the Rework label.

kamchow · ‎09-04-2016

I changed it to 8 and it worked... Again, much thanks for help.

kamchow · ‎09-04-2016

Error:

Skipping 'Update Catalog Request to Rework', did not create or update sc_task

tony_barratt · ‎09-05-2016

Hi KamSuen,

Is the inbound action defining on sc_task? From the skipping message it seems likely.

Did your target record actually get modified by gliding rather than a current.update();?

If so the inbound action may be described as "Skipping"

Best Regards

Tony