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

[MStritt]

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]

Add a custom field to sys_user table called u_out_of_office (True/False).  Add an ACL so that appropriate roles can write to this field.

Place the new field on the Self Service view of the form, so that users can tick the box by editing their profile (Top Right Corner or screen)

[MStritt]

Great. How would the work flow look like? If the user checked the box that he's out of office? Would the user create an out of office message somehow? And, when the customer updated the case, they would receive a reply update in the case with the out of office message?

[Ean Grieve · Accepted solution]

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_...

[Jason Pecos]

Hi! Would I still need to create a BR if I want to add this function for all of my users in their Self Service view?