New child HR case not getting created upon inbound email reply

[Arka Banerjee]

Hi Team,

We have an inbound email reply action which was sending a notification to users if case was in closed state. Now instead of that, we would need to create a new child case whenever user replies on a closed case. But the new case isn't getting created. I have tried the below code(where I have commented the event that was creating the notification)

Can you please help with how I can make it work. Thanks!

@Ankur Bawiskar 

@Chuck Tomasi 

[Ankur Bawiskar]

@Arka Banerjee 

is that an OOTB one?

you are initializing and creating new record.

it's not getting created?

Is your inbound action getting processed?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Arka Banerjee]

Hi Ankur,

No, its a custom inbound action. And yes the action is getting processed. Previously, the event was getting triggered which was firing the notification(which is commented now).  Now in place of it, we need to create a new child case, but this isnt getting created.

[Ankur Bawiskar]

@Arka Banerjee 

so what debugging did you do?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Arka Banerjee]

I tried keeping the event and the case creation code both at the same time, which confirmed that the inbound action block is executing. 

I am not sure what debugging to do for the case creation part specifically, or if there's any alternate code I can use to create the child case. Can you please help with the same.