incident.closed.autoreply : did not create or update incident using current - not working

David Santel
Giga Guru

‎10-03-2023 08:58 AM

Trying to send email notification when someone reply's to a closed ticket. Getting below inbound stoppage.  Any ideas what needs to be done to script for this to work?

 

2023-10-03 11:49:21
Informationincident.closed.autoreply : did not create or update incident using currentEMAIL.22b6d7971b217110ed8c43f3cc4bcbd3

 

Action Script:

 
if (current.gettablename() == "incident") {
  
if(current.active == false)
{
gs.eventQueue('incident.closed.autoreply' , current, email.origemail);
current.update();
 
 
}
 
Event:
DavidSantel_0-1696348267930.png

 

Notification:
DavidSantel_1-1696348366510.png

 

DavidSantel_2-1696348391608.png

 

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David Santel
Giga Guru

‎10-03-2023 09:39 AM

The below Inbound action is triggered but code not producing email

 

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
 
 
if(current.incident_state == '7') // Our closed state
 
{
var emailText = email.from_sys_id;
gs.eventQueue("incident.reopen.denied", current, emailText);
current.work_notes = "User tried to reopen, but system not allowed"; //Trigger an email
}
 
 
 
 
 
 
})(current, event, email, logger, classifier);
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