Change value of request category after email notifications are sent

[Supriya39]

We are developing functionality to convert incident to request. The functionality is built using script includes. 

When an incident gets converted to request, we set category to 'Converted Ticket'. This is used to trigger email notifications about ticket conversion to caller and assignment group. 

The concern we are facing is we want to clear value 'Converted Ticket' once email is sent. 

How can this be achieved?

Thanks in advance.

[Ahana 01]

You can achieve this by using a Business Rule or a Scripted Email Notification. Here are the steps for both methods:

Method 1: Using a Business Rule

1. Create a new Business Rule on the Request table.
2. Set the 'When to run' condition to 'After'.
3. Set the 'Insert' and 'Update' checkboxes.
4. In the 'Advanced' tab, write a script to check if the category is 'Converted Ticket'.
5. If it is, send an email notification and then clear the category field.
6. The script could look something like this:

javascript
if (current.category == 'Converted Ticket') {
gs.eventQueue('custom.event.request.converted', current, current.caller_id, current.assignment_group);
current.category = '';
current.update();
}

Method 2: Using a Scripted Email Notification

1. Create a new Email Notification.
2. Set the 'When to send' condition to when the category is 'Converted Ticket'.
3. In the 'Advanced' tab, write a script to clear the category field after the email is sent.
4. The script could look something like this:

javascript
(function runMailScript(current, template, email, email_action, event) {
if (current.category == 'Converted Ticket') {
current.category = '';
current.update();
}
})(current, template, email, email_action, event);

Remember to test these scripts in a sub-production environment first to ensure they work as expected.

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[Amit Verma]

Hi @Supriya39 

How you trigger email notification post ticket conversion ? Is it via Flow or through event ?

Thanks & Regards

Amit Verma

[Supriya39 · Accepted solution]

We created a client script of type On Load and order 1000

function onLoad() {

var fieldValue = g_form.getValue('u_sub_category');

var closenote = g_form.getValue('close_notes');

if ( fieldValue == "Converted Ticket" ) {

g_form.setValue('u_category', '');// for testing

g_form.setValue('u_sub_category', '');// for testing

}

}