5 Replies Latest reply on Oct 1, 2018 3:08 PM by AnthonyDowns

    Can an incoming email create a service request

    JGotze Apprentice

      Can an incoming email create a service request.  This would be for one service offering only, so I would not need the ability to select from the list of dozens of offerings.  It could be set up to create a static SR

        • 1. Re: Can an incoming email create a service request
          AlasdairRobertson ITSMMVPGroup

          Yes it can be done, typically one would use an XSLT configuration to do it.

           

          Have a look at this sample XSLT parser, there is a SR import function which you could copy.

           

          Email Listener XSLT to update all objects

          • 2. Re: Can an incoming email create a service request
            IJU Specialist

            Hello.

             

            Well, to be honest it can work but it's not that simple. Yes you would need an XSLT parser, as AlasdairRobertson suggested. If you need the XML and XSLT template for a file import please tell me as I can provide that as well.

             

            And now let's talk about the BUT:

             

            Since a Service Request expects a request offering template to be linked to the Service Request you cannot jsut simply create a Service Request via email or file import without providing the exact request offering to link to the Service Request (you would need the RecID of that request offering for example). Now this request offering template would need to be without any mandatory fields, because there is no known way to me as how to provide this data via email or file import. Maybe it can be done but just keep this in mind. You would only be able to link to one request offering. If you wanted to link a different request offering you would need a different import / XSLT linking a different request offering template.

             

            I hope this helps you ;-)

             

             

            Beste Grüße / Best Regards

             

            Immanuel Jungheim
            Consultant

             

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            • 3. Re: Can an incoming email create a service request
              CHRbfcu Apprentice

              IJU

               

              Are those examples you offered different than the ones in the thread that Alasdair referenced, and if so, would you share them with me? Also, do you have an example of what the incoming email looks like? We're now exploring using XSLT to accomplish creating New Service Requests on a small scale at the currently, but no other BO's at this time, so I just started looking into it.

               

              Thank you,

               

              ~Cory

              • 4. Re: Can an incoming email create a service request
                ben.prinsloo Employee

                Please be aware that if you go this route the SR Worfkflow will not kick in for the newly created service request. But for the sake of science, this is how you can get the RecIDs etc.

                STEP 1 – find the template you want to create

                Since we are dealing with an email listener, there is no way the system will be able to automatically decide which template it should apply just by looking at a wall of text. For this reason you should create a generic template within the system.

                Within SQL Server, run the following SQL :

                SELECT RecID, Name, status from ServiceReqTemplate

                where status not in ('Design', 'Draft', 'Retired')

                 

                This will bring back all the active Templates within the system.

                 

                In my case I am very interested in the RecID of the “Generic Service”. Keep this RecID for the next step. Remember that only only one request can be used per email listener, unless you want to use keywords to select a template.

                 

                Step 2 – get the subscription recID

                For this step we need to find the matching Subscription for the template. If there are multiple org units there could potentially be multiple subscriptions.

                 

                Select a.RecID, b.Name, OrgUnitLink_RecID from ServiceReqSubscription a inner join OrganizationalUnit b on a.OrgUnitLink_RecID = b.recid

                Where SvcReqTmplLink_RecID =  'RecID'

                'RecID' is the recid from STEP 1.

                 

                In my case the Query looks like this :

                Select a.RecID, b.Name, OrgUnitLink_RecID from ServiceReqSubscription a inner join OrganizationalUnit b on a.OrgUnitLink_RecID = b.recid

                Where SvcReqTmplLink_RecID = ‘78B2E870F4D145FE9C6B830FB9CD1C37’

                 

                I want the subscription for GMI (Or whichever org unit you are looking for) in this case to be used for a specific listener. Keep this RecID for the XSLT.

                • 5. Re: Can an incoming email create a service request
                  AnthonyDowns Specialist

                  Hi ben.prinsloo

                   

                  Is there a way to kick off the workflow from these request? I tried adding the fulfillment plan relationship but it didn't seem to work.

                  The RecId i pulled from the ServiceReqFulfillmentPlan table

                   

                  <RelatedBusinessObject Relationship="ServiceReqFulfillmentPlanAssociatedServiceReq">

                   

                                  <BusinessObject Name="ServiceReqFulfillmentPlan">

                                  <Transaction>None</Transaction>

                                  <LinkTransaction>Link</LinkTransaction>

                                  <UniqueKeyList>

                                      <UniqueKey>

                                          <Field Name="RecId" />

                                      </UniqueKey>

                                  </UniqueKeyList>

                                  <FieldList>

                                      <Field Name="RecId">E1C38980F3F34553BAE4921ABDC98C37</Field>

                                  </FieldList>

                                  </BusinessObject>

                              </RelatedBusinessObject>

                          </RelatedBusinessObjectList>