--- title: Examples of Processing Emails Received in XML Format slug: neurons-for-itsm/admin-user-help/enu/latest/examples-of-processing-emails-received-in-xml-format createdAt: 2026-07-14T19:16:39.877Z --- - [Example 1: Importing a Single Email](docId\:D0MZkHgzKv7RLQLWyFziG) - [Example 2: Importing Incidents and Service Requests into the Same Inbox](docId\:D0MZkHgzKv7RLQLWyFziG) ## Example 1: Importing a Single Email This example includes the following: - An example of an email sent by a customer. See below: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="2"} \xml email processing\ ::: :::Paragraph{indent="2"} \Desktop Service\ ::: :::Paragraph{indent="2"} \Performance Issue\ ::: :::Paragraph{indent="2"} \Quality Assurance\ ::: :::Paragraph{indent="2"} \IT\ ::: :::Paragraph{indent="2"} \Medium\ ::: :::Paragraph{indent="2"} \Medium\ ::: :::Paragraph{indent="2"} \Email\ ::: :::Paragraph{indent="2"} \Kelly Yao\ ::: :::Paragraph{indent="1"} \ ::: - An example of an XML file that is generated from the original email, but is not in the hierarchical XML format. Go to [Ex1-Import-Generated-Email.xml](docId\:D0MZkHgzKv7RLQLWyFziG) to see the file. - An example of an XSLT file to apply to it. Go to [Ex1-Import-Script.xslt](docId\:D0MZkHgzKv7RLQLWyFziG) to see the file. - An example of the final XML file after applying the XSLT file to it. Go to [Ex1-Import-Final-Email.xml](docId\:D0MZkHgzKv7RLQLWyFziG) to see an example of the final XML file after applying the XSLT file to it. ## Example 2: Importing Incidents and Service Requests into the Same Inbox This example shows how to import incidents and service requests into the same inbox and contains the following: - An example of an email sent by a customer to import an incident and an example of an email sent by a customer to import a service request. Example of an email sent by a customer to import an incident: :::Paragraph{indent="1"} \ ::: :::Paragraph{indent="2"} \Test XML \ ::: :::Paragraph{indent="2"} \Desktop Service\ ::: :::Paragraph{indent="2"} \Performance Issue\ ::: :::Paragraph{indent="2"} \Operations\ ::: :::Paragraph{indent="2"} \Administrator Admin\ ::: :::Paragraph{indent="2"} \Medium\ ::: :::Paragraph{indent="2"} \Medium\ ::: :::Paragraph{indent="2"} \Email\ ::: :::Paragraph{indent="2"} \Administrator Admin\ ::: :::Paragraph{indent="1"} \ ::: - Example of an email sent by a customer to import a service request: :::Paragraph{indent="1"} Department$IT ::: :::Paragraph{indent="1"} Requester$Alan Taylor ::: :::Paragraph{indent="1"} Email$alan.taylor\@saasitdemo.com ::: - An example of an XML file that is generated from the original email, but is not in the hierarchical XML format. Go to [Ex2-Import-Generated-Email.xml](docId\:D0MZkHgzKv7RLQLWyFziG) to see an example of a generated XML email file to import an incident and go to [Ex2-Import-Generated-Email2.xml](docId\:D0MZkHgzKv7RLQLWyFziG) to see an example of a generated XML email file to import a service request. - An example of an XSLT file to apply to it. Go to [Ex2-Import-Script3.xslt](docId\:D0MZkHgzKv7RLQLWyFziG) to see an example of an XSLT file to import both an incident and a service request, go to [Ex2-Import-Script.xslt](docId\:D0MZkHgzKv7RLQLWyFziG) to see an example of an XSL file to import an incident, or go to [Ex2-Import-Script2.xsl](docId\:D0MZkHgzKv7RLQLWyFziG) to see an example of an XSL file to import a service request. - An example of the final XML file after applying the XSLT file to it, for importing an incident (go to [Ex2-Import-Final-Email.xml](docId\:D0MZkHgzKv7RLQLWyFziG) to see an example of the final XML file after applying the XSL and XSLT files to it) or for importing a service request ( go to [Ex2-Import-Final-Email2.xml](docId\:D0MZkHgzKv7RLQLWyFziG) to see an example of the final XML file after applying the XSL and XSLT files to it). :::ExpandableHeading ## Ex1-Import-Generated-Email.xml \\ \ \ \a6354f29-4771-4095-a6d4-e5c8d318ea8e\ \Kelly.Yao\@frontrange.com\ \

Return-Path: \ Delivered-To: dev-stg-30\@saasitdemo.com Received: from smtp28.gate.ord1a (smtp28.gate.ord1a.rsapps.net \[10.130.4.28]) by store114a.mail.ord1b (SMTP Server) with ESMTP id A631D1700BB for \; Tue, 10 Feb 2015 16:59:44 -0500 (EST) X-Spam-Threshold: 95 X-Spam-Score: 0 X-Spam-Flag: NO X-Virus-Scanned: OK X-MessageSniffer-Scan-Result: 0 X-MessageSniffer-Rules: 0-0-0-6469-c X-CMAE-Scan-Result: 0 X-CNFS-Analysis: v=2.1 cv=cbzr8BzM c=1 sm=0 tr=0 a=LsHV51zzIncP4I3293WPhQ==:117 a=LsHV51zzIncP4I3293WPhQ==:17 a=3hggNd4wljYA:10 a=8kQvQK\_AAAAA:8 a=-jBlUN\_C1od1TIktrMEA:9 a=CjuIK1q\_8ugA:10 a=y8dZ710oujAA:10 a=ZG0p\_6W2l6MA:10 a=yMhMjlubAAAA:8 a=SSmOFEACAAAA:8 a=vZHfknC3XJGfoCVC:21 a=gKO2Hq4RSVkA:10 a=UiCQ7L4-1S4A:10 a=hTZeC7Yk6K0A:10 a=frz4AuCg-hUA:10 X-Orig-To: dev-stg-30\@saasitdemo.com X-Originating-Ip: \[206.104.144.248] Received: from \[206.104.144.248] (\[206.104.144.248:7847] helo=mx.frontrange.com) by smtp28.gate.ord1a.rsapps.net (envelope-from \) (ecelerity 2.2.3.49 r(42060/42061)) with ESMTPS (cipher=AES128-SHA) id 87/E6-07842-05F7AD45; Tue, 10 Feb 2015 16:59:44 -0500 From: Kelly Yao \ To: "dev-stg-30\@saasitdemo.com" \ Subject: RE: test xml email 2 Thread-Topic: test xml email 2 Thread-Index: AdBFfNwNr8mS8AqRR+if/GWc7ATR2w== Date: Tue, 10 Feb 2015 21:59:42 +0000 Message-ID: \<31AC186C71B83241A869D7FDEBCDE12928BF3438\@CS-MBX03.na.frs> Accept-Language: en-US Content-Language: en-US X-MS-Has-Attach: X-MS-TNEF-Correlator: Content-Type: multipart/alternative; boundary="\_000\_31AC186C71B83241A869D7FDEBCDE12928BF3438CSMBX03nafrs\_" MIME-Version: 1.0\

\ \ \dev-stg-30\@saasitdemo.com\ \ \ \02/10/2015 21:59:42\ \0\ \RE: test xml email 2\ \ \\ \xml email processing\ \Desktop Service\ \Performance Issue\ \Quality Assurance\ \IT\ \Medium\ \Medium\ \Email\ \Kelly Yao\ \\ \\ \ \ \ \\\ \ \ \

\\<INCIDENT\>\\\\

\\<DESCRIPTION\>xml email processing\</DESCRIPTION\>\\\\

\\<SERVICE\>Desktop Service\</SERVICE\>\\\\

\\<CATEGORY\>Performance Issue\</CATEGORY\>\\\\

\\<OWNER\>Quality Assurance\</OWNER\>\\\\

\\<OWNERTEAM\>IT\</OWNERTEAM\>\\\\

\\<URGENCY\>Medium\</URGENCY\>\\\\

\\<IMPACT\>Medium\</IMPACT\>\\\\

\\<SOURCE\>Email\</SOURCE\>\\\\

\\<PROFILELINK\>Kelly Yao\</PROFILELINK\>\\\\

\\</INCIDENT\>\\\\

\ \\ \ \ \ \ \None\ \None\ \ \ \ \ \ \ \74142674F0E947849A940FDCCA63B501/>Field> \Kelly.Yao\@frontrange.com\ \ \ \ \ \ \None\ \Link\ \ \ \ \ \ \ \C712701E07F94B00A40CE48F97C8511F\ \ \ \ \ \ \ ::: :::ExpandableHeading ## Ex1-Import-Script.xslt \ <xsl\:stylesheet version="**2.0**"xmlns\:xsl="**http\://www\.w3.org/1999/XSL/Transform**"xmlns\:xsi="**http\://www\.w3.org/2001/XMLSchema-instance**"xmlns\:xs="**http\://www\.w3.org/2001/XMLSchema**"xmlns\:user="**urn\:schemas-microsoft-com\:xslt**"> <xsl\:variable name="**ebody**"/> Transform to XML fragment--> <xsl\:variable name="**params**"select="**msxsl\:node-set($ebody)/tag\[@name='INCIDENT']/tag**"/> <xsl\:template match="**/**"> <BusinessObjectList SchemaVersion="**1.0**"xmlns\:xsi="**http\://www\.w3.org/2001/XMLSchema-instance**" xsi\:noNamespaceSchemaLocation="**HierarchicalObjects-1.0.xsd**"> Find the profile link RecID of the email sender --> <xsl\:variable name="**profilelink\_recid**"> For each related business object --> <xsl\:for-each select="**BusinessObjectList/BusinessObject/RelatedBusinessObjectList/RelatedBusinessObject/BusinessObject**"> <xsl\:choose> <xsl\:when test="**@Name = 'Employee**'"> <xsl\:for-each select="**./FieldList/Field**"> <xsl\:choose> <xsl\:when test="**@Name = 'RecId'**"> <xsl\:value-of select="**.**"/> xsl\:when> xsl\:choose> xsl\:for-each> xsl\:when> xsl\:choose> xsl\:for-each> xsl\:variable> Find the profile link category of the email sender --> <xsl\:variable name="**profilelink\_cat**"> For each RelatedBusinessObject--> <xsl\:for-each select="**BusinessObjectList/BusinessObject/RelatedBusinessObjectList/RelatedBusinessObject/BusinessObject**"> <xsl\:choose> <xsl\:when test="**@Name = 'Employee'**"> <xsl\:value-of select="**'Employee'**"/> xsl\:when> xsl\:choose> xsl\:for-each> xsl\:variable> For each business object--> <xsl\:for-each select="**BusinessObjectList/BusinessObject**"> Set the business object name --> <xsl\:element name="**BusinessObject**"> Set the business object name to 'Incident'--> <xsl\:attribute name="**Name**"> <xsl\:value-of select="**'Incident'**"/> xsl\:attribute> Set transaction to 'Insert'--> <xsl\:element name="**Transaction**">**Insert**xsl\:element> Unique key list--> <xsl\:element name="**UniqueKeyList**"> <xsl\:element name="**UniqueKey**"> <xsl\:element name="**Field**"> <xsl\:attribute name="**Name**"> <xsl\:value-of select="**'IncidentNumber'**"/>xsl\:attribute> xsl\:element> xsl\:element> xsl\:element> Field list--> <FieldList> Fields --> <xsl\:for-each select="**EmailMessage/node()**"> <xsl\:choose> <xsl\:when test="**name() = 'Subject'**"> <xsl\:element name="**Field**"> <xsl\:attribute name="**Name**"> <xsl\:value-of select="**'Subject'**"/> xsl\:attribute> <xsl\:attribute name="**Type**">**System.String**xsl\:attribute> <xsl\:value-of select="**.**"/> xsl\:element> xsl\:when> <xsl\:when test="**name() = 'Body'**"> <xsl\:variable name="**emailbody**"> <xsl\:choose> <xsl\:when test="**starts-with(normalize-space(.), '\<INCIDENT\>')**"> <xsl\:call-template name="**StringToXML**"> Remove CRLF--> <xsl\:with-param name="**text**"select="**translate(., '\ ', '')**"/> xsl\:call-template> xsl\:when> <xsl\:otherwise> <xsl\:value-of select="**'Email body does not contain XML for Incident'**"/> xsl\:otherwise> xsl\:choose> xsl\:variable> Transform to XML fragment--> <xsl\:variable name="**parameters**"select="**msxsl\:node-set($emailbody)/tag\[@name='INCIDENT']/tag**"/> <xsl\:variable name="**symptom**"select="**$parameters\[@name='DESCRIPTION']/text()**"/> <xsl\:variable name="**service**"select="**$parameters\[@name='SERVICE']/text()**"/> <xsl\:variable name="**category**"select="**$parameters\[@name='CATEGORY']/text()**"/> <xsl\:variable name="**owner**"select="**$parameters\[@name='OWNER']/text()**"/> <xsl\:variable name="**ownerteam**"select="**$parameters\[@name='OWNERTEAM']/text()**"/> <xsl\:variable name="**impact**"select="**$parameters\[@name='IMPACT']/text()**"/> <xsl\:variable name="**urgency**"select="**$parameters\[@name='URGENCY']/text()**"/> <xsl\:variable name="**source**"select="**$parameters\[@name='SOURCE']/text()**"/> \ <xsl\:element name="**Field**"> <xsl\:attribute name="**Name**"> <xsl\:text>**Symptom**xsl\:text> xsl\:attribute> <xsl\:choose> <xsl\:when test="**string-length($symptom) > 0**"> <xsl\:value-of select="**$symptom**"/> xsl\:when> <xsl\:otherwise> <xsl\:text>**Default Symptom goes here**xsl\:text> xsl\:otherwise> xsl\:choose> xsl\:element> Service --> <xsl\:element name="**Field**"> <xsl\:attribute name="**Name**"> <xsl\:text>**Service**xsl\:text> xsl\:attribute> <xsl\:choose> <xsl\:when test="**string-length($service) > 0**"> <xsl\:value-of select="**$service**"/> xsl\:when> <xsl\:otherwise> <xsl\:text>**Service Desk**xsl\:text> xsl\:otherwise> xsl\:choose> xsl\:element> Category --> <xsl\:element name="**Field**"> <xsl\:attribute name="**Name**"> <xsl\:text>**Category**xsl\:text> xsl\:attribute> <xsl\:choose> <xsl\:when test="**string-length($category) > 0**"> <xsl\:value-of select="**$category**"/> xsl\:when> <xsl\:otherwise> <xsl\:text>**Service Desk**xsl\:text> xsl\:otherwise> xsl\:choose> xsl\:element> Owner --> <xsl\:element name="**Field**"> <xsl\:attribute name="**Name**"> <xsl\:text>**Owner**xsl\:text> xsl\:attribute> <xsl\:choose> <xsl\:when test="**string-length($owner) > 0**"> <xsl\:value-of select="**$owner**"/> xsl\:when> <xsl\:otherwise> <xsl\:text>**Admin**xsl\:text> xsl\:otherwise> xsl\:choose> xsl\:element> Owner team--> <xsl\:element name="**Field**"> <xsl\:attribute name="**Name**"> <xsl\:text>**OwnerTeam**xsl\:text> xsl\:attribute> <xsl\:choose> <xsl\:when test="**string-length($ownerteam) > 0**"> <xsl\:value-of select="**$ownerteam**"/> xsl\:when> <xsl\:otherwise> <xsl\:text>**Service Desk**xsl\:text> xsl\:otherwise> xsl\:choose> xsl\:element> Impact --> <xsl\:element name="**Field**"> <xsl\:attribute name="**Name**"> <xsl\:text>**Impact**xsl\:text> xsl\:attribute> <xsl\:choose> <xsl\:when test="**string-length($impact) > 0**"> <xsl\:value-of select="**$impact**"/> xsl\:when> <xsl\:otherwise> <xsl\:text>**2**xsl\:text> xsl\:otherwise> xsl\:choose> xsl\:element> Urgency --> <xsl\:element name="**Field**"> <xsl\:attribute name="**Name**"> <xsl\:text>**Urgency**xsl\:text> xsl\:attribute> <xsl\:choose> <xsl\:when test="**string-length($urgency) > 0**"> <xsl\:value-of select="**$urgency**"/> xsl\:when> <xsl\:otherwise> <xsl\:text>**2**xsl\:text> xsl\:otherwise> xsl\:choose> xsl\:element> Source --> <xsl\:element name="**Field**"> <xsl\:attribute name="**Name**"> <xsl\:text>**Source**xsl\:text> xsl\:attribute> <xsl\:choose> <xsl\:when test="**string-length($source) > 0**"> <xsl\:value-of select="**$source**"/> xsl\:when> <xsl\:otherwise> <xsl\:text>**Email**xsl\:text> xsl\:otherwise> xsl\:choose> xsl\:element> Profile link category--> <xsl\:element name="**Field**"> <xsl\:attribute name="**Name**"> <xsl\:text>**ProfileLink\_Category**xsl\:text> xsl\:attribute> <xsl\:choose> <xsl\:when test="**string-length($profilelink\_cat) > 0**"> <xsl\:value-of select="**$profilelink\_cat**"/> xsl\:when> <xsl\:otherwise> Set as 'Employee' --> <xsl\:text>**Employee**xsl\:text> xsl\:otherwise> xsl\:choose> xsl\:element> Profile link RecID --> <xsl\:element name="**Field**"> <xsl\:attribute name="**Name**"> <xsl\:text>**ProfileLink\_RecID**xsl\:text> xsl\:attribute> <xsl\:choose> <xsl\:when test="**string-length($profilelink\_recid) > 0**"> <xsl\:value-of select="**$profilelink\_recid**"/> xsl\:when> <xsl\:otherwise> Set as admin RecID--> <xsl\:text>**FB884D18F7B746A0992880F2DFFE749C**xsl\:text> xsl\:otherwise> xsl\:choose> xsl\:element> xsl\:when> xsl\:choose> xsl\:for-each> FieldList> Copy the RelatedBusinessObjectList element--> <RelatedBusinessObjectList> <xsl\:for-each select="**RelatedBusinessObjectList/RelatedBusinessObject**"> <xsl\:element name="**RelatedBusinessObject**"> <xsl\:attribute name="**Relationship**"> <xsl\:choose> <xsl\:when test="**BusinessObject/@Name = 'Employee'**"> <xsl\:value-of select="**'IncidentOwnerEmployee'**"/> xsl\:when> <xsl\:when test="**BusinessObject/@Name = 'Journal.Email'**"> <xsl\:value-of select="**'IncidentContainsJournal'**"/> xsl\:when> xsl\:choose> xsl\:attribute> <xsl\:copy-of select="**node()**"/> xsl\:element> xsl\:for-each> RelatedBusinessObjectList> xsl\:element> xsl\:for-each> BusinessObjectList> xsl\:template> <xsl\:template name="**StringToXML**"> <xsl\:param name="**text**"/> <xsl\:choose> Check if $text is an XML fragment--> <xsl\:when test="**contains($text, '\<')**"> <xsl\:variable name="**tmp1**"select="**substring-after($text, '\<')**"/> <xsl\:variable name="**tmp2**"select="**substring-after($tmp1, '\>')**"/> <xsl\:variable name="**tagName**"select="**substring-before($tmp1, '\>')**"/> <xsl\:variable name="**endTag**"select="**concat(concat('\<', concat('/', $tagName)), '\>')**"/> <xsl\:value-of select="**substring-before($text, '\<')**"/> Create the tag--> <xsl\:element name="**tag**"> <xsl\:attribute name="**name**"> <xsl\:value-of select="**translate($tagName, 'abcdefghijklmnopqrstuvwxyz', 'ABCDEFGHIJKLMNOPQRSTUVWXYZ')**"/> xsl\:attribute> Create the children tree--> <xsl\:call-template name="**StringToXML**"> <xsl\:with-param name="**text**"select="**substring-before($tmp2, $endTag)**"/> xsl\:call-template> xsl\:element> Create the following siblings tree --> <xsl\:call-template name="**StringToXML**"> <xsl\:with-param name="**text**"select="**substring-after($tmp2, $endTag)**"/> xsl\:call-template> xsl\:when> $text is not an XML fragment, so just print the text itself--> <xsl\:otherwise> <xsl\:choose> <xsl\:when test="**$text !=''**"> <xsl\:value-of select="**$text**"/> xsl\:when> <xsl\:otherwise> <xsl\:value-of select="**'Invalid XML. Empty string'**"/> xsl\:otherwise> xsl\:choose> xsl\:otherwise> xsl\:choose> xsl\:template> xsl\:stylesheet> ::: :::ExpandableHeading ## Ex1-Import-Final-Email.xml <BusinessObjectListxmlns\:msxsl="**urn\:schemas-microsoft-com\:xslt**"xmlns\:xs="**http\://www\.w3.org/2001/XMLSchema**"xmlns\:xsi="**http\://www\.w3.org/2001/XMLSchema-instance**"xsi\:noNamespaceSchemaLocation="**HierarchicalObjects-1.0.xsd**"SchemaVersion="**1.0**"> <BusinessObject Name="**Incident**"> <Transaction>**Insert**Transaction> <UniqueKeyList> <UniqueKey> <Field Name="**IncidentNumber**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**Subject**" Type="**System.String**">**RE: test xml email 2**Field> <Field Name="**Symptom**">**xml email processing**Field> <Field Name="**Service**">**Desktop Service**Field> <Field Name="**Category**">**Performance Issue**Field> <Field Name="**Owner**">**Quality Assurance**Field> <Field Name="**OwnerTeam**">**IT**Field> <Field Name="**Impact**">**Medium**Field> <Field Name="**Urgency**">**Medium**Field> <Field Name="**Source**">**Email**Field> <Field Name="**ProfileLink\_Category**">**Employee**Field> <Field Name="**ProfileLink\_RecID**">**74142674F0E947849A940FDCCA63B501**Field> FieldList> <RelatedBusinessObjectList> <RelatedBusinessObject Relationship="**IncidentOwnerEmployee**"> <BusinessObject Name="**Employee**"> <Transaction>**None**Transaction> <LinkTransaction>**None**LinkTransaction> <UniqueKeyList> <UniqueKey> <Field Name="**PrimaryEmail**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**RecId**">**74142674F0E947849A940FDCCA63B501**Field> <Field Name="**PrimaryEmail**">**Kelly.Yao\@frontrange.com**Field> FieldList> BusinessObject> RelatedBusinessObject> <RelatedBusinessObject Relationship="**IncidentContainsJournal**"> <BusinessObject Name="**Journal.Email**"> <Transaction>**None**Transaction> <LinkTransaction>**Link**LinkTransaction> <UniqueKeyList> <UniqueKey> <Field Name="**RecId**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**RecId**">**C712701E07F94B00A40CE48F97C8511F**Field> FieldList> BusinessObject> RelatedBusinessObject> RelatedBusinessObjectList> BusinessObject> BusinessObjectList> ::: :::ExpandableHeading ## Ex2-Import-Generated-Email.xml <BusinessObjectList xsi\:noNamespaceSchemaLocation="**HierarchicalObjects-1.0.xsd**"xmlns\:xsi="**http\://www\.w3.org/2001/XMLSchema-instance**"SchemaVersion="**1.0**"> <BusinessObject Name=""> <EmailMessage> <MessageID>**99289f20-ceac-4c7f-93e1-b5f18068eb8f**MessageID> <From>**Olga.Pasternak\@heatsoftware.com**From> <Header>**Return-Path: \ Delivered-To: itsm-dev-stg\@saasitdemo.com Received: from smtp42.gate.ord1c (smtp42.gate.ord1c.rsapps.net \[172.28.146.42]) by store202a.mail.ord1a (SMTP Server) with ESMTP id 1AA4437000D for \; Mon, 20 Apr 2015 20🕚53 -0400 (EDT) X-Spam-Threshold: 95 X-Spam-Score: 0 X-Spam-Flag: NO X-Virus-Scanned: OK X-MessageSniffer-Scan-Result: 0 X-MessageSniffer-Rules: 0-0-0-7144-c X-CMAE-Scan-Result: 0 X-CNFS-Analysis: v=2.1 cv=O6MA4nNW c=1 sm=0 tr=0 a=LsHV51zzIncP4I3293WPhQ==:117 a=LsHV51zzIncP4I3293WPhQ==:17 a=RzHtgV3JE18A:10 a=pJT6Aq2jAAAA:8 a=ndkwzLzXJv5S2N3pvSMA:9 a=CjuIK1q\_8ugA:10 a=HpScuoJWMcoA:10 a=NLW3\_BR1ZZwA:10 a=yMhMjlubAAAA:8 a=SSmOFEACAAAA:8 a=LL-MDLJ3K\_IVoXNy9PIA:9 a=O-B0\_aSyQqhQW31Y:21 a=gKO2Hq4RSVkA:10 a=UiCQ7L4-1S4A:10 a=hTZeC7Yk6K0A:10 a=frz4AuCg-hUA:10 X-Orig-To: itsm-dev-stg\@saasitdemo.com X-Originating-Ip: \[206.104.144.248] Received: from \[206.104.144.248] (\[206.104.144.248:29357] helo=mx.frontrange.com) by smtp42.gate.ord1c.rsapps.net (envelope-from \) (ecelerity 2.2.3.49 r(42060/42061)) with ESMTPS (cipher=AES128-SHA) id A5/AB-18970-8C595355; Mon, 20 Apr 2015 20🕚52 -0400 From: Olga Pasternak \ To: "itsm-dev-stg\@saasitdemo.com" \ Subject: RE: Test XML 3 Thread-Topic: Test XML 3 Thread-Index: AdB7x8KvLa1rCv1DRFuDEKolkLj8ng== Date: Tue, 21 Apr 2015 00🕚49 +0000 Message-ID: \<3DC74DF0B4F8894F867A5A929A825F2D10A68604\@CS-MBX03.na.frs> Accept-Language: en-US Content-Language: en-US X-MS-Has-Attach: X-MS-TNEF-Correlator: Content-Type: multipart/alternative; boundary="\_000\_3DC74DF0B4F8894F867A5A929A825F2D10A68604CSMBX03nafrs\_" MIME-Version: 1.0**Header> <ReplyTo/> <Sender/> <To>**itsm-dev-stg\@saasitdemo.com**To> <CC/> <BCC/> <TimeStamp>**04/21/2015 00🕚49**TimeStamp> <BlockCount>**0**BlockCount> <Subject>**RE: Test XML 3** Subject> <SubjectID/> <Body>**\ \test XML Email \ \Desktop Service\ \Performance Issue\ \IT\ \Quality Assurance\ \Medium\ \Medium\ \Email\ \Quality Assurance \ \** Body> <BodyHTML>**\ \ \ \ \\\ \ \ \

\<INCIDENT\>\\\\\

\\ \\<DESCRIPTION\>test \ XML Email\ \</DESCRIPTION\>\\\

\ \<SERVICE\>Desktop Service\</SERVICE\>\\\

\ \<CATEGORY\>Performance Issue\</CATEGORY\>\\\

\ \<OWNERTEAM\>IT\</OWNERTEAM\>\\\

\ \<OWNER\>Quality Assurance\</OWNER\>\\\

\ \<URGENCY\>Medium\</URGENCY\>\\\

\ \<IMPACT\>Medium\</IMPACT\>\\\

\ \<SOURCE\>Email\</SOURCE\>\\\

\ \<PROFILELINK\>Quality Assurance \</PROFILELINK\> \ \\\\

\</INCIDENT\>\\\

Department$IT\\\

Requester$Alan Taylor\\\

Email$alan.taylor\@saasitdemo.com\\\

\ \**BodyHTML> EmailMessage> <RelatedBusinessObjectList> <RelatedBusinessObject Relationship=""> <BusinessObject Name="**Employee**"> <Transaction>**None**Transaction> <LinkTransaction>**None**LinkTransaction> <UniqueKeyList> <UniqueKey> <Field Name="**PrimaryEmail**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**RecId**">**3734B48625D043B0939456EBF5B07F43**Field> <Field Name="**PrimaryEmail**">**Olga.Pasternak\@heatsoftware.com**Field> FieldList> BusinessObject> RelatedBusinessObject> <RelatedBusinessObject Relationship=""> <BusinessObject Name="**Journal.Email**"> <Transaction>**None**Transaction> <LinkTransaction>**Link**LinkTransaction> <UniqueKeyList> <UniqueKey> <Field Name="**RecId**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**RecId**">**93B33BDCFCCB45F18AC165718208420E**Field> FieldList> BusinessObject> RelatedBusinessObject> RelatedBusinessObjectList> BusinessObject> BusinessObjectList> ::: :::ExpandableHeading ## Ex2-Import-Script3.xslt This XSLT sample will convert email XML to hierarchical XML that can be consumed by the integration server using schema version "1.0" for incidents and service requests. If the subject contains the term 'Request', it is assumed to be a service request of the type defined. Otherwise it is assumed to be an incident. --> <xsl\:stylesheet version="**2.0**"xmlns\:xsl="**http\://www\.w3.org/1999/XSL/Transform**"xmlns\:xsi="**http\://www\.w3.org/2001/XMLSchema-instance**"xmlns\:xs="**http\://www\.w3.org/2001/XMLSchema**"xmlns\:user="**urn\:my-scripts**"> <xsl\:import href="**SR\_import.xsl**"/> <xsl\:import href="**Incident\_import.xsl**"/> <xsl\:output method="**xml**"version="**1.0**"encoding="**UTF-8**"indent="**yes**"/> <xsl\:template match="**/**"> <xsl\:variable name="**Subject**"select= "**BusinessObjectList/BusinessObject/EmailMessage/Subject**"/> <xsl\:choose> <xsl\:when test="**contains($Subject,'Request')**"> <xsl\:call-template name="**SR\_import**"/> xsl\:when> <xsl\:otherwise> <xsl\:call-template name="**Incident\_import**"/> xsl\:otherwise> xsl\:choose> xsl\:template> xsl\:stylesheet> ::: :::ExpandableHeading ## Ex2-Import-Script.xslt \ \ <xsl\:stylesheet version="**2.0**"xmlns\:xsl="**http\://www\.w3.org/1999/XSL/Transform**" xmlns\:xsi="**http\://www\.w3.org/2001/XMLSchema-instance**"xmlns\:xs="**http\://www\.w3.org/2001/XMLSchema**"> import xslt for\: CI.Computer|CI.Server, etc--> <xsl\:import href="**SR\_import.xsl**"/> <xsl\:import href="**Incident\_import.xsl**"/> <xsl\:output method="**xml**"version="**1.0**"encoding="**UTF-8**"indent="**yes**"/> <xsl\:template match="**/**"> <xsl\:choose> <xsl\:when test="**BusinessObjectList/BusinessObject/EmailMessage/Body/REQUEST**"> <xsl\:call-template name="**SR\_import**"/> xsl\:when> <xsl\:otherwise> <xsl\:call-template name="**SR\_import**"/> xsl\:otherwise> xsl\:choose> xsl\:template> xsl\:stylesheet> ::: :::ExpandableHeading ## Ex2-Import-Script2.xsl This XSLT sample will convert the following email generated by the Email Service to hierarchical XML Subject\: Request - Domain Password Reset Body\: Department$IT Requester$Alan Taylor Email$alan.taylor\@saasitdemo.com--> <xsl\:stylesheetxmlns\:msxsl="**urn\:schemas-microsoft-com\:xslt**"xmlns\:xs="**http\://www\.w3.org/2001/XMLSchema**"xmlns\:xsi="**http\://www\.w3.org/2001/XMLSchema-instance**"xmlns\:xsl="**http\://www\.w3.org/1999/XSL/Transform**"version="**2.0**"> <xsl\:template name="**SR\_import**"match="**/**"> Header XML of the service request. These are consistent across all types. --> <BusinessObjectListxmlns\:xsi="**http\://www\.w3.org/2001/XMLSchema-instance**"xsi\:noNamespaceSchemaLocation="**HierarchicalObjects-1.0.xsd**"SchemaVersion="**1.0**"> <BusinessObject Name="**ServiceReq**"> <Transaction>**Insert**Transaction> <UniqueKeyList> <UniqueKey> <Field Name="**ServiceReqNumber**"/> UniqueKey> UniqueKeyList> First, we will load variables so we can use them easily later--> <xsl\:variable name="**Subject**"select="**BusinessObjectList/BusinessObject/EmailMessage/Subject**"/> <xsl\:variable name="**Body**"select="**BusinessObjectList/BusinessObject/EmailMessage/Body**"/> Find the profile link RecID of the email sender, they will be the service requester--> <xsl\:variable name="**ProfileRecId**"> <xsl\:for-each select="**BusinessObjectList/BusinessObject/RelatedBusinessObjectList/RelatedBusinessObject/BusinessObject**"> <xsl\:choose> <xsl\:when test="**@Name = 'Employee'**"> <xsl\:for-each select="**./FieldList/Field**"> <xsl\:choose> <xsl\:when test="**@Name = 'RecId'**"> <xsl\:value-of select="**.**"/> xsl\:when> xsl\:choose> xsl\:for-each> xsl\:when> xsl\:choose> xsl\:for-each> xsl\:variable> Switch statement separates processing of each template type based on the email subject. In this example, we support only one request offering\: Domain Password Reset. --> <xsl\:choose> There will be a separate when section for each type of service request supported --> <xsl\:when test="**contains($Subject,'Domain Password Reset')**"> Now let's parse the body for the fields we want for a domain password reset --> Department\:--> <xsl\:variable name="**dept**"select="**substring-after($Body,'Department$')**"/> Stop at the newline character --> Requester\:--> <xsl\:variable name="**requestor**"select="**substring-after($Body,'Requester$')**"/> Email\: --> <xsl\:variable name="**email**"select="**substring-after($Body,'Email$')**"/> Fill in the necessary fields and related business objects for a domain password reset--> <FieldList> <Field Name="**SvcReqTmplLink**" Type="**System.String**">Domain Password ResetField> Replace this subscription RecID with the valid one for your system\:--> <Field Name="**SvcReqSubscLink\_RecID**"Type="**System.String**">**BDF2D75B420C438E9468BC613E6AB369**Field> <Field Name="**Price**">**150.00**Field> <Field Name="**ProfileLink\_RecID**"Type="**System.String**"> <xsl\:value-of select="**$ProfileRecId**"/> Field> FieldList> <RelatedBusinessObjectList> <RelatedBusinessObject Relationship="**ServiceReqContainsServiceReqParam**"> <BusinessObject Name="**ServiceReqParam**"> <Transaction>**Insert**Transaction> <LinkTransaction>**Link**LinkTransaction> <UniqueKeyList> <UniqueKey> <Field Name="**RecId**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**ParameterName**"Type="**System.String**">**RequesterDepartment**Field> <Field Name="**ParameterValue**"Type="**System.String**"> <xsl\:choose> <xsl\:when test="**contains($dept, ' ')**"> <xsl\:value-of select="**substring-before($dept,' ')**"/> xsl\:when> <xsl\:otherwise> <xsl\:value-of select="**$dept**"/> xsl\:otherwise> xsl\:choose> Field> <Field Name="**DisplayType**"Type="**System.String**">**text**Field> FieldList> BusinessObject> RelatedBusinessObject> <RelatedBusinessObject Relationship="**ServiceReqContainsServiceReqParam**"> <BusinessObject Name="**ServiceReqParam**"> <Transaction>**Insert**Transaction> <LinkTransaction>**Link**LinkTransaction> <UniqueKeyList> <UniqueKey> <Field Name="**RecId**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**ParameterName**"Type="**System.String**">Requester**Field**> <Field Name="**ParameterValue**"Type="**System.String**"> <xsl\:choose> <xsl\:when test="**contains($requestor, ' ')**"> <xsl\:value-of select="**substring-before($requestor,' ')**"/> xsl\:when> <xsl\:otherwise> <xsl\:value-of select="**$requestor**"/> xsl\:otherwise> xsl\:choose> Field> <Field Name="**DisplayType**"Type="**System.String**">**text**Field> FieldList> BusinessObject> RelatedBusinessObject> <RelatedBusinessObject Relationship="**ServiceReqContainsServiceReqParam**"> <BusinessObject Name="**ServiceReqParam**"> <Transaction>**Insert**Transaction> <LinkTransaction>**Link**LinkTransaction> <UniqueKeyList> <UniqueKey> <Field Name="**RecId**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**ParameterName**"Type="**System.String**">**Email**Field> <Field Name="**ParameterValue**"Type="**System.String**"> <xsl\:choose> <xsl\:when test="**contains($email, ' ')**"> <xsl\:value-of select="**substring-before($email,' ')**"/> xsl\:when> <xsl\:otherwise> <xsl\:value-of select="**$email**"/> xsl\:otherwise> xsl\:choose> Field> <Field Name="**DisplayType**" Type="**System.String**">**text**Field> FieldList> BusinessObject> RelatedBusinessObject> RelatedBusinessObjectList> xsl\:when> Next service request type would placed here in its own xsl\:when block--> <xsl\:otherwise> <other/> xsl\:otherwise> xsl\:choose> Now close the service request XML--> BusinessObject> BusinessObjectList> xsl\:template> xsl\:stylesheet> ::: :::ExpandableHeading ## Ex2-Import-Final-Email.xml <BusinessObjectListxmlns\:msxsl="**urn\:schemas-microsoft-com\:xslt**"xmlns\:xs="**http\://www\.w3.org/2001/XMLSchema**"xmlns\:xsi="**http\://www\.w3.org/2001/XMLSchema-instance**"xsi\:noNamespaceSchemaLocation="**HierarchicalObjects-1.0.xsd**"SchemaVersion="**1.0**"> <BusinessObject Name="**Incident**"> <Transaction>**Insert**Transaction> <UniqueKeyList> <UniqueKey> <Field Name="**IncidentNumber**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**Subject**" Type="**System.String**">**RE: Test XML 3**Field> <Field Name="**Symptom**">**test XML Email**Field> <Field Name="**Service**">**Desktop Service**Field> <Field Name="**Category**">**Performance Issue**Field> <Field Name="**Owner**">**Quality Assurance**Field> <Field Name="**OwnerTeam**">**IT**Field> <Field Name="**Impact**">**Medium**Field> <Field Name="**Urgency**">**Medium**Field> <Field Name="**Source**">**Email**Field> <Field Name="**ProfileLink\_Category**">**Employee**Field> <Field Name="**ProfileLink\_RecID**">**3734B48625D043B0939456EBF5B07F43**Field> FieldList> <RelatedBusinessObjectList> <RelatedBusinessObject Relationship=""> <BusinessObject Name="**Employee**"> <Transaction>**None**Transaction> <LinkTransaction>**None**LinkTransaction> <UniqueKeyList> <UniqueKey> <Field Name="**PrimaryEmail**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**RecId**">**3734B48625D043B0939456EBF5B07F43**Field> <Field Name="**PrimaryEmail**">**Olga.Pasternak\@heatsoftware.com**Field> FieldList> BusinessObject> RelatedBusinessObject> <RelatedBusinessObject Relationship=""> <BusinessObject Name="**Journal.Email**"> <Transaction>**None**Transaction> <LinkTransaction>**Link**LinkTransaction> <UniqueKeyList> <UniqueKey> <Field Name="**RecId**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**RecId**">**68360EB2755F4B4084E45F65FCA73162**Field> FieldList> BusinessObject> RelatedBusinessObject> RelatedBusinessObjectList> BusinessObject> BusinessObjectList> ::: :::ExpandableHeading ## Ex2-Import-Final-Email2.xml \ <BusinessObjectListxmlns\:msxsl="**urn\:schemas-microsoft-com\:xslt**"xmlns\:xs="**http\://www\.w3.org/2001/XMLSchema**"xmlns\:xsi="**http\://www\.w3.org/2001/XMLSchema-instance**"xsi\:noNamespaceSchemaLocation="**HierarchicalObjects-1.0.xsd**"SchemaVersion="**1.0**"> <BusinessObject Name="**ServiceReq**"> <Transaction>**Insert**Transaction> <UniqueKeyList> <UniqueKey> <Field Name="**ServiceReqNumber**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**SvcReqTmplLink**"Type="**System.String**">**Domain Password Reset**Field> <Field Name="**SvcReqSubscLink\_RecID**"Type="**System.String**">**BDF2D75B420C438E9468BC613E6AB369**Field> <Field Name="**Price**">**150.00**Field> <Field Name="**ProfileLink\_RecID**"Type="**System.String**">**3734B48625D043B0939456EBF5B07F43**Field> FieldList> <RelatedBusinessObjectList> <RelatedBusinessObject Relationship="**ServiceReqContainsServiceReqParam**"> <BusinessObject Name="**ServiceReqParam**"> <Transaction>**Insert**\Transaction> <LinkTransaction>**Link**\LinkTransaction> <UniqueKeyList> <UniqueKey> <Field Name="**RecId**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**ParameterName**"Type="**System.String**">**RequesterDepartment**\Field> <Field Name="**ParameterValue**" Type="**System.String**">**IT**Field> <Field Name="**DisplayType**"Type="**System.String**">**text**Field> FieldList> BusinessObject> RelatedBusinessObject> <RelatedBusinessObject Relationship="**ServiceReqContainsServiceReqParam**"> <BusinessObject Name="**ServiceReqParam**"> <Transaction>**Insert**Transaction> <LinkTransaction>**Link**LinkTransaction> <UniqueKeyList> <UniqueKey> <Field Name="**RecId**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**ParameterName**"Type="**System.String**">**Requester**Field> <Field Name="**ParameterValue**"Type="**System.String**">**Alan Taylor**Field> <Field Name="**DisplayType**"Type="**System.String**">**text**Field> FieldList> BusinessObject> RelatedBusinessObject> <RelatedBusinessObject Relationship="**ServiceReqContainsServiceReqParam**"> <BusinessObject Name="**ServiceReqParam**"> <Transaction>**Insert**Transaction> <LinkTransaction>**Link**LinkTransaction> <UniqueKeyList> <UniqueKey> <Field Name="**RecId**"/> UniqueKey> UniqueKeyList> <FieldList> <Field Name="**ParameterName**"Type="**System.String**">**Email**Field> <Field Name="**ParameterValue**"Type="**System.String**">**alan.taylor\@saasitdemo.com**Field> <Field Name="**DisplayType**"Type="**System.String**">**text**Field> FieldList> BusinessObject> RelatedBusinessObject> RelatedBusinessObjectList> BusinessObject> BusinessObjectList> :::