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 · ‎05-08-2020

Thanks! When you say Child Task Table, do you mean the Case Task table?

Community Alums · ‎05-08-2020

Yes, the Case Task table

MStritt · ‎05-08-2020

Thanks! One more question before I create the BR. If I want the 'Assigned To' field to be blank/empty, do I need to configure that? Or just not include it in the script?

Community Alums · ‎05-08-2020

Do not include that field in the BR 🙂

MStritt · ‎05-08-2020

OK. This is how I've configured the BR. When 'The customer called and requested a callback.' was added to the case, a Case Task wasn't created.