Need notifications when replies are sent to a case.

[brandon_bakowsk]

Whenever a client replies to a case generated via Email to ticket, I need a notification sent out to the assignee of that case so we don't miss any sort of information, just like how SN notifies us whenever a new comment is added.

I've been plugging away at this via inbound actions and notifications all day and have about hit my limit, I've seen similar posts about such an issue but was hoping someone had an easy solution I just haven't thought of yet.

Is there any easy solution to be notified on "Email received"?

[Brian Lancaster]

Ok lets check the event logs to see if it is getting called. In the name filed in the logs you should see case.email.received.

Edit: Also you can put some logs into the inbound action. Something like this so we can see if we are in the correct inbound action.

gs.log('before eventQueue');

gs.eventQueue('case.email.received', current, email.body_text);

gs.log('before update');

current.update();

I see there is also an inbound action called "Consumer Update Case via reply". I'm note sure why this one would run over the one you are using.

[brandon_bakowsk]

Update case via reply is being called and processed

[Brian Lancaster]

ok did anything show in the even logs?

[brandon_bakowsk]

only thing i see having to do with update case via reply is that it was called but also:

worker.5 txid=b23211ab971b SysLog EMAIL.e13251ab971b1a903748b04de053af40: Update Case via reply : did not create or update sn_customerservice_case using current

So the email being sent to the case doesn't actually update the case?

[Brian Lancaster]

Yes I saw that unless its an approve/reject in the notification it doesn't update the case. What I'm asking is are there any log in the event logs which can be found here.