Hello team, I am with a case that I had not dealt with before, it is requested to add the options to accept or reject the case once it enters the "resolved" state, that in the case states would be "closed" or "open", previously I had created an email script that does it from url, I don't know if I used it to change the status of the record, I also relied on the email script for incidents but I couldn't get it to work
(function runMailScript(current, template, email, email_action, event) {
var gr = new GlideRecord('sn_customerservice_case');
if (gr.get(current.sys_id)) {
gr.state = 'Closed';
gr.update();
}
template.print('<a style="font-size: 16px; font-family: Helvetica, Arial, sans-serif; color: #ffffff; text-decoration: none; border-radius: 3px; -webkit-border-radius: 3px; -moz-border-radius: 3px; background-color: #0BB48D; border: 1px solid #0368d4; display: inline-block; padding: 5px" >Aceptar Solución</a>');
template.print('</font></p>');
template.print('<div style="font-size: 16px;" ><span style="font-weight: 400;">The state for </span>');
template.print('<span style="font-weight: 700; color: #181A1F;">${number} </span>');
template.print('<span style="font-weight: 400; ">has changed to ' + current.state.getDisplayValue() + '.</span></div>');
})(current, template, email, email_action, event);
(function runMailScript(current, template, email, email_action, event) {
var url = gs.getProperty('glide.servlet.uri');
url += 'sn_customerservice_case.do?sys_id=' + current.sys_id + '&state=Closed';
// Script to update the case state
var gr = new GlideRecord('sn_customerservice_case');
if (gr.get(current.sys_id)) {
gr.state = 'Closed';
gr.update();
}
template.print('<a style="font-size: 16px; font-family: Helvetica, Arial, sans-serif; color: #ffffff; text-decoration: none; border-radius: 3px; -webkit-border-radius: 3px; -moz-border-radius: 3px; background-color: #278efc; border: 1px solid #0368d4; display: inline-block; padding: 5px" href="' + url + '">Click closed case</a>');
template.print('</font></p>');
})(current, template, email, email_action, event);
Here is the button that generates the email script to close the case, in this case there would have to be two buttons, one to close or open the case, this so that the applicant can accept or reject the solution to the case
Is there a simpler way to generate these actions to change the status of the case from the email?
If anyone knows, I would be happy to learn and provide a solution.
