Auto Create Case Task from Case field value

MStritt · ‎03-03-2020

Hello,

I would like to auto create a case task with certain field values (and it be auto saved), when a specific field is populated on the case. The field on the case (checkbox) will be auto checked when a specific update is automatically added to the activity stream of the case.

Community Alums · ‎05-08-2020

Add this code and check-

var lastComments = current.comments.getJournalEntry(1);
if(lastComments.indexOf('The customer called and requested a callback') > -1){
var childTask = new GlideRecord('sn_customerservice_task');
childTask.initialize();
childTask.assignment_group = "ff0370019f22120047a2d126c42e702b"; // replace the sys_id with sys_id of the group
childTask.parent = current.sys_id;
childTask.short_description = "Child Task Test";
childTask.insert();
}

I tried this on my PDI and it works:

Case:

Case Task:

View solution in original post

MStritt · ‎03-07-2020

Is this possible?

MStritt · ‎04-03-2020

Requirement has slightly changed for this. I would like to auto-create a Case Task from the Case, when a specific additional comment is made on the Case.

MStritt · ‎05-04-2020

Anybody have any thoughts on how this can be done?

Gowrisankar Sat · ‎05-04-2020

Question: I would like to auto-create a Case Task from the Case, when a specific additional comment is made on the Case.

- Write a business rule with Condition: Additional Comments changes

Script:
var comm = current.comments.getJournalEntry(1);
if(comm.indexOf("test")!=-1)
{
//create case task:
var gr = new GlideRecord("sn_customerservice_task");
gr.initialize();
gr.short_description ="Case Task Created";
gr.parent=current.getUniqueValue();
gr.comments = "Case task created from case: "+current.number;
gr.insert();
}

This code is currently not tested, make sure you add Condition like: parent is empty to make sure only parent cases can create case tasks.

Else tasks will get created multiple times as the comments on parent case get copied to child case and there will be multiple inserts of tasks.