When the RITM is generated through inbound email action related sc task and sla is not triggering

[sirishap1638674]

I have created a script for an inbound email action to generate an RITM. but only  RITM is generating and related SC task and SLA is not triggering . can someone please help me with this?

[Runjay Patel]

Hi @sirishap1638674 ,

SC Task will generate based on flow configured on that item, Did try to submit from portal and check whether sc task are getting generated or not? If from portal also happening the same then check flow which you have attached to the item.

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[sirishap1638674]

Hi @Runjay Patel 

Thanks for responding

But when i am submitting through portal the sctask and sla are triggering .

Through inbound action it is not triggering

[Runjay Patel]

Hi @sirishap1638674 ,

Share the screenshot or code of inbound action.

[sirishap1638674]

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

// Create a new RITM for the "General Catalog" catalog item

var ritm = new GlideRecord('sc_req_item');

ritm.initialize();

ritm.cat_item = '26cbeef24795061033ba5e5fe16d4314';  // Link to "General Catalog" using the known sys_id

ritm.short_description = email.subject || "New Request";  // Default to email subject or "New Request"

ritm.description = email.body_text || "Details not provided";  // Default to email body or placeholder

ritm.requested_for = email.origemail;  // Set the requester from email's original sender

ritm.assignment_group = 'c71fa3a1c38102506625954d050131d9';  // Set the assignment group using the sys_id

ritm.state = 1;  // "New" state

ritm.insert();

    var task = new GlideRecord('sc_task');

    task.initialize();

    task.cat_item = '26cbeef24795061033ba5e5fe16d4314';

    task.short_description = ritm.short_description || "Task for " + ritm.short_description;

    task.assignment_group = 'c71fa3a1c38102506625954d050131d9';  

    task.insert();  

    var sla = new GlideRecord('contract_sla');

    sla.addQuery('contract', ritm.request);  

    sla.query();

    if (sla.next()) {

        var slaTask = new GlideRecord('sla_task');

        slaTask.initialize();

        slaTask.sla = sla.sys_id;

        slaTask.target = ritm.sys_id;

        slaTask.insert();

    }

})(current, event, email, logger, classifier);