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?

[Jason Nichols · Accepted solution]

Hi Julia,

Is Action type = Record Action? Perhaps this is the cause, in spite of your script not changing the record and only triggering an event. Action Type = Reply Email would send a mail, but the email would be defined in the inbound action, rather than triggering a notification, and I don't think you can use a script. 

You could try Flow Designer instead. Select Inbound Email as the trigger and use the Create Record action to create a log entry in the sysevent table.