Email template trigger

[Vedavalli]

Hi,

When the state changes to Work in progress email template should populated in workspace email tab such that if there are particular mandatory fields not filled template with those field names should be populated and the state should go to new . 

If mandatory fields are having data then state should be on hold.

how can we achieve it?

thanks in advance

[Cheikh Ahmadou]

I would propose:

1. Create a Business Rule

2. Check Mandatory Fields and Trigger Logic

Inside the script of the business rule:

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

    var missingFields = [];

    // Check mandatory fields (example of a list of values)
    if (!current.short_description) {
        missingFields.push("Short Description");
    }
    if (!current.category) {
        missingFields.push("Category");
    }
    if (!current.assignment_group) {
        missingFields.push("Assignment Group");
    }

    if (missingFields.length > 0) {
        // Populate a custom field or log with missing fields
        var message = "The following mandatory fields are missing: \n" + missingFields.join('\n');

        // Use a field to carry this info to Workspace Email tab
        current.u_email_template_message = message;

        // Revert state to "New"
        current.state = 1; // or 'New' state value

        gs.addInfoMessage("Mandatory fields missing. Returning to New state.");
    } else {
        // All fields filled: move to On Hold
        current.state = 3; // or 'On Hold' state value
    }

})(current, previous);

3. Populate the Email Tab in Workspace

To show the generated message in the Workspace Email Tab:

• Ensure u_email_template_message or similar is a field displayed in the email composer.

• Use a UI Policy or Client Script (in Workspace context) to automatically copy this field’s content into the email body if present.

• Or use a Custom Email Template + script to prefill the email body when a condition is met (e.g., state is “New” and u_email_template_message is not empty).

Use Flow Designer (optional alternative)

If you prefer Flow Designer:

• Create a Flow triggered on record update (state changes to Work in Progress).

• Add logic using Script step to check fields.

• Use Action step to send an email or populate a field.

• Update the state accordingly.

[SidakPreetS]

1. Identify the Table and Fields

Make sure you know:

• The table you're working with (e.g., incident, change_request, custom table).

• Which fields are mandatory (e.g., assignment_group, short_description).

---

2. Use a Business Rule (BR)

Create a Before Business Rule on the relevant table.

Example: Business Rule Configuration

• Name: Validate Mandatory Fields on WIP

• Table: Your table (e.g., incident)

• When: Before

• Update: True

• Condition:

current.state.changesTo('Work in Progress')

---

3. Script Logic Inside BR

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

    var missingFields = [];

    // Check required fields
    if (!current.short_description) {
        missingFields.push("Short Description");
    }

    if (!current.assignment_group) {
        missingFields.push("Assignment Group");
    }

    // If any fields are missing
    if (missingFields.length > 0) {

        // Prepare message (email body)
        var body = "The following mandatory fields are missing:\n\n";
        body += missingFields.join("\n");

        // Optionally store this in a field that shows in Workspace Email Tab
        current.work_notes = body;

        // Change state back to New
        current.state = 1; // 1 = New

    } else {
        // All mandatory fields are filled
        current.state = 3; // 3 = On Hold (adjust as needed)
    }

})(current, previous);

---

4. Optional – Trigger Email Template in Workspace

If you're using Agent Workspace, and want this message to auto-populate in the Email Tab:

• Use UI Actions or Compose Email Scripts to pre-fill body when accessed.

• Alternatively, if you store the message in a field like email_description or a journal field, agents can easily copy/paste.