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 ,

Why are you gliding to create record you can simply use cart api to create the ritm.

check this blog for creating ritm using cart api: https://servicenowwithrunjay.com/create-ritm-using-cart-api-in-servicenow/ 

Anyway Use below code.

(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
var sysid = ritm.insert();


    var task = new GlideRecord('sc_task');
    task.initialize();
    task.cat_item = '26cbeef24795061033ba5e5fe16d4314';
   task.request_item= sysid ;
    task.short_description = ritm.short_description || "Task for " + ritm.short_description;
    task.assignment_group = 'c71fa3a1c38102506625954d050131d9';  
    task.insert();  

   

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

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Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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[sirishap1638674]

Thanks but why is it not triggering by default ? 

i mean without scripting by default the sla and sctask should trigger

[Runjay Patel]

Yes it should trigger once you cart api to submit the ritm. do not do glide record. 

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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[sirishap1638674]

ok, But how do i do that please i am not sure of that .

please give me code including cart api.

[Runjay Patel]

Hi @sirishap1638674 ,

I had given you link in above chat , if you could have gone through then you would have find out. Its very easy.

anyway use below code

var id = GlideGuid.generate(null); 
var cart = new Cart(id); 
var item = cart.addItem('26cbeef24795061033ba5e5fe16d4314'); 
cart.setVariable(item,'short_description  ','New Request');
cart.setVariable(item,'description  ','New Request');
var request = cart.placeOrder(); 

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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