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

[Hrithikah]

Hi,

I missed adding request item. We are triggering the flow through inbound email and It worked for me by this method.

[Chaitanya ILCR]

Hi @Hrithikah ,

I see that this approach has worked for you.

Can you close this thread by accepting the post as a solution ?

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

Regards,
Chaitanya

[Hrithikah]

Hi @Chaitanya ILCR ,

Thanks for the solution provided.

I just have one last question. How can we get the user details present in the email into the requested for (reference) field of the created request record.

I tried using the below script in flow it did not work. 

var emailBody = fd_data.trigger.inbound_email.body_text;

var requestedForMatch = emailBody.match(/email \s*(.*)/i);

if (requestedForMatch) {

    fd_data.requested_for_name = requestedForMatch[1].trim();

}

[Chaitanya ILCR]

Hi @Hrithikah ,

you can use the User Record data pill for user information

you can mark multiple responses as answers if this works please mark this as answer too

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