Auto Create Case Task from Case field value

[MStritt]

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.

[MStritt]

Hi! Thanks for the response.

Would this be a BR on the Case table?

Would I add the filter condition below? Also, would it be 'before' or 'after'? Also, would it be just 'Insert'?

Also, I want some of the fields on the Case Task to be configured with specific values. How would I configure the script for that?

[MStritt]

Additional Information:

This is what will be added to the Case, that I wish to to kick off the auto creation of a Case Task.

Task Category: Escalation

Priority: 2 - High

Reason for Escalation: Callback

Assignment Group: SMB Team

Assigned To: Empty/blank

[Thom11]

Could you not do a current.work_notes.changes() in the BR?

Yes, I suggest an after-BR on the case table.

Regards,
Thom

[MStritt]

Thanks Thom.

I'm not experienced with scripting. How would I configure the script, to auto create the Case Task, and include the default choices I need (highlighted above).

[Community Alums]

Hi,

You can do this through an "After" "Update" BR on your Case table with Conditions "Additional Comment changes"

Script would be something like-

var lastComments = current.comments.getJournalEntry(1);
if(lastComments.indexOf('The customer called and requested a callback') > -1){
var childTask = new GlideRecord('NameOfYourChildTaskTable');
childTask.initialize();
childTask.assignment_group = "ff0370019f22120047a2d126c42e702b"; //Add the sys_id of the assignment group
childTask.assigned_to = '6816f79cc0a8016401c5a33be04be441'; //Add the sys_id of the assigned to

childTask.priority = 2;
childTask.insert();
}

You can similarly assign values to the 'Reason for escalation' and 'Task Category' fields