User interacts/sends mail to closed HR tasks then it should redirect him to create new case

[ShahidaM]

If user tried to interact with closed HR task via email then it should redirect him to create new case.How to achieve this functionality.can someone help me?

Thanks in advance

[Dr Atul G- LNG]

Hi @ShahidaM 

https://www.servicenow.com/community/hrsd-forum/new-hr-case-creation-from-the-email-sent-to-already-...

https://www.servicenow.com/community/csm-forum/how-to-create-a-new-case-when-anyone-replying-to-the-...

[Dr Atul G- LNG]

Hi @ShahidaM 

Did you check these links?

[sunil maddheshi]

@ShahidaM 

you may need to handle email replies to closed HR tasks and redirect to create a new HR case when a user attempts to interact with a closed task.

your email inbound script should be something like this

// Get the HR Task from the email
var hrTaskSysId = email.related_sys_id;

if (hrTaskSysId) {
    var hrTask = new GlideRecord('sn_hr_core_task');
    if (hrTask.get(hrTaskSysId)) {
        if (hrTask.state == 3 || hrTask.state == 4 || hrTask.state == 7) { // Closed states

            gs.info("HR Task is closed. Sending redirect email.");

            // Construct the HR case creation link
            var portalUrl = gs.getProperty("glide.app.service_portal.url");
            var createCaseUrl = portalUrl + "/sp?id=sc_cat_item&sys_id=<YOUR_CATALOG_ITEM_SYS_ID>";

            // Send email response
            var emailUtil = new GlideEmailOutbound();
            emailUtil.setSubject("HR Task Closed - Create a New Case");
            emailUtil.setBody("The HR task you replied to is closed. If you need further assistance, please create a new HR case here: " + createCaseUrl);
            emailUtil.setTo(email.from);
            emailUtil.send();
        }
    }
}

Please mark correct/helpful if this helps you!

[ShahidaM]

Do I need to write Inbound emai on HR task table ?please help if all the details are updated correcctly.