Parse email body text

[Karina Baublits]

I have the following information in an email and i need to extract it to put in variable fields of a Catalog Request:

Name

Joe Customer

Email

jcustomer@yahoo.com

[Nayan ArchX]

Hi,

This is a very common pattern in ServiceNow: you receive a semi-structured email and want to extract values (Name, Email) into Catalog Item variables via an Inbound Email Action + Record Producer.

Recommended

Email → Inbound Email Action → Record Producer → Catalog Variables

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Thanks

Nayan Patel

IT ServiceNow Consult, ServiceNow ArchX

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[Nayan Mahato]

You can parse the body using simple string operations in the inbound email action-

var body = email.body_text;

// Extract Name

var nameMatch = body.match(/Name\s*([\s\S]*?)\n\n/);
var name = nameMatch ? nameMatch[1].trim() : "";

// Extract Email

var emailMatch = body.match(/Email\s*([\s\S]*?)\n/);
var userEmail = emailMatch ? emailMatch[1].trim() : "";

// Set variables on the RITM
current.variables.u_name = name;
current.variables.u_email = userEmail;

Regards,

Nayan

[Tanushree Maiti]

In your Inbound email action, you need to write a script to map email data to Catalog request.

sample script:

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

var cartId = GlideGuid.generate(null);
var cart = new Cart(cartId);

var item = cart.addItem('<sys_id of your catalog item>');

cart.setVariable(item, 'requested_for', '<sys_id of requested for>');
cart.setVariable(item, 'request_short_description', email.subject.toString());
cart.setVariable(item, 'request_description', email.body_html);
cart.setVariable(item, 'request_type', 'others');

var rc = cart.placeOrder();

var ritmRec = new GlideRecord("sc_req_item");
ritmRec.addQuery("request", rc.sys_id);
ritmRec.query();
if (ritmRec.next()) {
ritmRec.short_description = email.subject.toString();
ritmRec.comments = "received from: " + email.origemail + "\n\n" + email.body_text;
ritmRec.contact_type = "email";
ritmRec.update();
}

}