Need to change color of Request number field whenever there is a new email received in a HR case

[Arka Banerjee]

Hi All,

We have inbound email actions in SNOW for creating HR case. There is notification sent to user after case creation.

Whenever any user replies to the mail notification received after creation of the case, its captured under the comments and work notes section as 'Email Received'. We need to change the color of the request number field to green whenever any reply mail is sent. Is there a way we can achieve this?

@Ankur Bawiskar 

[Arka Banerjee]

Thanks Jennifer.

We would need to set that custom field, change the color of the number field, and then unset the field after the color is changed, so that it can again check for another reply mail afresh and the set itself up accordingly. Is there a way we can achieve that?

[Roshnee Dash]

1. Detect Email Reply

• You already have inbound email actions capturing replies as "Email Received" in Comments/Work Notes.
• Create a Business Rule on the HR Case table (sn_hr_core_case) that triggers on update.
• In the condition, check if the latest entry in Work Notes or Comments contains "Email Received".

2. Set a Flag

• In the Business Rule, set a custom field (e.g., email_reply_received = true) or use a field like u_email_reply_flag.
• This field will act as a trigger for UI changes.

3. Create a Styles on table sys_ui_style.

• Give Your Table name
• Provide the field for which you want to add the color
• In value section you can check the condition like this 

javascript:if (current.email_reply_received == 'true') {true;} else {false;}​

[Roshnee Dash]

Hi @Arka Banerjee 
If you found my response helpful, please mark it as correct and close the thread so others can benefit from it too.

[steffinj]

You can try using a client script with a GlideAjax call to check for the latest email activity and then update the field style dynamically—should do the trick without heavy customization.