Business rule to trigger event for when case is opened and case is resolved, to send notifications

[Daniel R2]

Hi,

We are currently working with notifications, templates, etc. And working on when a case is commented it sends a notification, when a case is opened it sends a notification and when a case is resolved it sends a notificaiton.

To ensure we only have 1 notification and 1 template instead of 1 for each case types we are triggering by event on the notification.

So:

We have created 3 separate event registries, 3 separate notifications and 3 separate notification templates. 

1 for when a comment has been added to a case

1 for when a Case is Opened 

1 for when a Case is Resolved

We are now currently working on the business rule.

Please see screenshot for when a comment is added to a case.

Can anybody please provide support or guidance on the script that can be added in the advanced tab for when a case is opened or when a case is resolved.

[Basheer]

Hi @Daniel R2 

You need to write through conditions

if(current.state.changesTo("open")){

//Trigger the event

}

else if(current.state.changesTo("Resolved")){

//Trigger the event

}

else if(){ //set the proper cnodition

//Trigger the event

}

else{

return false;}

Let me know if you need more help on this.

[Sagar Pagar]

Hi @Daniel R2,

Take a look at sample scripts and modify it accordingly-

if (current.operation() != 'insert' && current.comments.changes()) {
if (!isConnect())
gs.eventQueue("hr.case.commented", current, gs.getUserID(), gs.getUserName());
}

if (current.operation() == 'insert') {
gs.eventQueue("hr.case.opened", current, gs.getUserID(), gs.getUserName());
}

if (current.operation() == 'update'&& !current.cs_state == "6") // case state is resolved (6) {
gs.eventQueue("hr.case.updated", current, gs.getUserID(), gs.getUserName());
}

Thanks,

Sagar Pagar

[Omkar Kumbhar]

Hello @Daniel R2 ,

Please check the below code and debug and modify according

(function executeRule(current, previous /*null when async*/) {

// Add your code here
if(current.operation=="insert" && current.state=='open')
{
gs.eventQueue('incident.updated', current, gs.getUserID(), gs.getUserName()); // Expamle your event name and parameter
}
else if(current.operation=='update' && current.state=='resolved')
{
gs.eventQueue('incident.updated', current, gs.getUserID(), gs.getUserName()); // Expamle your event name and parameter
}
else if(current.opearation=='update' && current.comments.changes())
{
gs.eventQueue('incident.updated', current, gs.getUserID(), gs.getUserName()); // Expamle your event name and parameter
}
})(current, previous);