How to create a request through email

[Hrithikah]

Hi All,

We’ve received a requirement to create a request directly from an email. We attempted to configure this using Flow designer and the “Submit a Catalog” action by triggering a catalog; however, this approach doesn’t meet our needs.

Specifically, we need to create a request without triggering any catalog items, while still generating the associated RITM and SC Task records.

Could anyone please advise on how we can achieve this?

Any guidance would be greatly appreciated.

Regards,

Hrithika Paida

[Chaitanya ILCR]

Hi @Hrithikah ,

then instead of "Submit a catalog" action use the create task action

or directly create a simple inbound action on request table and insert the record

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Hrithikah]

Hi @Chaitanya ILCR ,

Thanks for your response!

If we create a sc_task directly, can we link that task to a RITM and request?

Is it possible? if yes can you please explain how to achieve this.

Regards,

Hrithika

[Chaitanya ILCR]

so you want to create Request and RITM and Sc task and you want to link them?

why not submit the catalog item (which you are already doing)?

what's the business requirement?

this way the workflow/flow will also trigger.

you can create sc task and and RITM and associate them with request 

add 2 more create task actions in the flow 1 for sc_req_item preferably after the request action

and 1 for the sc_task after the RITM

note this will not trigger the flow/workflow the proffered way would be submit catalog item action

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Najmuddin Mohd]

Hello @Hrithikah ,

You can use ServiceNow OOB Cart API () to create a Request, which will be associated to RITM and SCTasks.

https://www.servicenow.com/docs/bundle/zurich-api-reference/page/app-store/dev_portal/API_reference/...

for (i = 0; i < 2; i++) { 
var cart = new sn_sc.CartJS();
var item =
{
'sysparm_id': '0d08837237153000158bbfc8bcbe5d02',
'sysparm_quantity': '1',
'variables':{
'carrier': 'at_and_t_mobility',
'data_plan': '500MB',
'duration': 'eighteen_months',
'color': 'slate',
'storage': 'sixtyfour' 
}};
var cartDetails = cart.addToCart(item);
gs.info(JSON.stringify(cartDetails));
}

Here, you give the Catalog Item sys_id, variables and it triggers the Catalog.


If the above information helps you , Kindly mark it as Helpful and Accept the solution.

Regards,
Najmuddin