reply emails shall be copied to associated child cases and incidents.

[kalakaramad_20]

I have a requirement that when the client replies to some cases from the email method the reply email must be copied to associated incident.

The same content email received must be copied to the incident also. Can anyone help ?
Thanks in advance.

[kalakaramad_20]

    var inc = parseIncidentNumber(email.body);

    var emailBody = email.body_text;

    var incGR = new GlideRecord('incident');

    if (incGR.get('number', inc)) {

        incGR.comments = "Client reply:\n" + emailBody;

        incGR.update();

        sendEmailToIncident(incGR.sys_id, emailBody);

    } else {

        var case_state = current.state;

        if (current.state == 500) {

            var lines = email.body_text.split('\n');

            var firstword = "";

            if (lines.length > 0)

                firstword = lines[0].replace(/^\s+|\s+$/g,'');

            firstline = firstword.toLowerCase();

            if (firstline) {

                if(firstline.indexOf("reject") == 0)

                    current.state = 2;

                else if(firstline.indexOf("accept") == 0)

                    current.state = 6;  

            }

        }

        if (current.getTableName() == 'sn_customerservice_case') {

                current.comments = current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

        }

        else if (current.u_on_hold_reason_1 == 1) {

            current.state = 2;

        }

        else if (current.state == 200) {

            current.state = 2;

        }

        else {

            current.sys_updated_on = "";

        }

        current.update();

    }

[Mark Manders]

What's your question?

[kalakaramad_20]

my requirement is to copy reply emails from case to associated incidents as comments.or the whole mail to be copied to incident.

[Mark Manders]

Just make sure the content of the email is in the comments/worknotes of the case and copy them from the case to the incident. 

[kalakaramad_20]

It is coming as reply mail in the activity stream , but i want to copy reply email content to incident from case table.