Out of Office reply to customer, when they make an update in a case that's assigned to you.

MStritt · ‎05-16-2018

Is there a way to create an out of office reply, so when a customer makes an update in your case from the customer portal, they'll receive a message/case update, that your out of office?

Ean Grieve · ‎05-16-2018

If you want the user to be able to specify the OOO message, add a OOO Message field to the user profile in the same way.

Then you need to Create an after update BR on your case record which determine's whether assigned_to user flag is set and then fire an event.

[untested code]

var usr = new GlideRecord('sys_user');
if (usr.get(current.assigned_to))
{
  if (usr.u_out_of_office)
  {
    gs.eventQueue('ooo.notification', current);
  }
}

https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/platform-events/...

and then create a notification triggered by this event

https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/administer/notification/task/t_...

View solution in original post

SanjivMeher · ‎05-16-2018

Yes. It should be possible, provided, you store that you are OOO in ServiceNow. So if you are assigned to the case, and you are OOO, it checks for the flag in ServiceNow and send an email to the user

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MStritt · ‎05-16-2018

How do you store that you are OOO in ServiceNow? Where is this done?

Ean Grieve · ‎05-16-2018

Add an out of office flag to the user record.

Add a BR to your case record when the record is updated to check the user profile of assigned_to has OOO flag set to true and fire an event.

Add a notification triggered by the event fired above.

MStritt · ‎05-16-2018

Where\how would you add the out of office flag in the user record? Each user would need to be able to do this, if necessary. So, they would only have basic user privileges. So, if the customer updates the case via the service portal, would an update (some type of out of office note) be made in the case? So the customer would know you are out of office?