Update case status when outbound email is sent

gourabhishe · 3 weeks ago

Hello,

I have a requirement in CSM.

When the case state is 'Awaiting Info' and an outbound email is triggered from the workspace by the agent then the state should automatically update to 'Open'.

Any suggestions how can this be implemented?

vaishali231 · 3 weeks ago

Hey @gourabhishe
You can implement this by monitoring outbound emails created from the Case workspace.

A common approach is to create an After Insert Business Rule on the sys_email table and check:

target_table = sn_customerservice_case

email type = send-ready or sent

Then retrieve the related Case using current.instance and update the state from Awaiting Info to Open.

Table

sys_email

When

After Insert

Condition

current.type == 'send-ready' || current.type == 'sent'

Script

(function executeRule(current, previous) {
    if (current.target_table != 'sn_customerservice_case')
        return;
    var caseGr = new GlideRecord('sn_customerservice_case');
    if (caseGr.get(current.instance)) {
        if (caseGr.state == '<Awaiting Info value>') {
            caseGr.state = '<Open value>';
            caseGr.update();
        }
    }
})(current, previous);

You can also implement the same using Flow Designer with: