Update record after sending email from Email Client

[Luke Van Epen]

Is there a way to update the 'current' record after a user hits Send?

Scenario: Service Desk uses the new_call module, they want to be able to respond to inbound emails without converting to a task record.

We can do this by enabling the email client on the new call table easily enough, but what we also want is if they do this, to change the call type to something e.g. General Enquiry, and set the state to Closed, then update the record.

This way all the agent needs to do is send an email and move on.

We have access to a few things in Email Scripts, from the function i can see:

(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
/* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
/* Optional GlideRecord */ event)

There's not a whole heap of documentation on what we can do with these, is there a way to figure out when the email is sent and then call a function to update current?

My other option was to use a Business Rule on the sys_email table but that seems a bit iffy.

[SanjivMeher · Accepted solution]

I had to write a Business Rule for this on sys_email table. You can limit the impact by setting Target Table = New Call & Type is Sent, so that you don't impact anything else. And then the script to update the target record

var email_q = new GlideRecord(current.target_table);
email_q.addQuery('sys_id',current.instance.toString());
email_q.query();

if (email_q.next())
{
email_q.comments = 'Sent By:'+current.sys_created_by+'[code]'+current.body+'[/code]';
email_q.update();
}

[Luke Van Epen]

Thanks I'll check it out