Autoreply email on closed csm cases

[Julia Howells]

Hello SN Community! 

When a sn_customerservice_case is closed and a client responds to an email, they should receive a notification back to them that their case has already been closed.

I have an inbound action setup:

With the following code under 'action': 

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

    gs.include('validators');
    if (current.getTableName() == 'sn_customerservice_case') {
        if (current.active == 'false') {

            gs.eventQueue('sn_customerservice.case_closed_email', record, '', gs.getUserName());
        }
    }
})(current, event, email, logger, classifier);

When I run a test, however, I get an an error:

And it doesn't trigger the event (which would then trigger the notification that tells the client the case was already resolved). 

Any ideas?

[Palak Gupta]

Hi there!

Can you add screenshots again as it is broken.

Regards,

Palak

[Julia Howells]

[Palak Gupta]

Hi Julia Howells,

1. In "When to run" section update "Action Type" to "Reply Email" instead of "Record Action".

2. In "Action" section update below code.

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

    gs.include('validators');
    if (current.getTableName() == 'sn_customerservice_case') {
        if (current.active == 'false' && current.state =='resolved')//backend value of resolved

{

            gs.eventQueue('sn_customerservice.case_closed_email', current,gs.getUser().getEmail());
        }
    }
})(current, event, email, logger, classifier);

Try below changes and let me know if that works for you.

[Julia Howells]

Ah! Thanks! Just sent the screenshots