Why this inbound email script not working?

[JordyZ]

Hi,

I have an inbound email script of reply type on the case table. The goal is to send a notification to the assignee whenever a case receives an E-mail (by anyone except the assignee itself).

This is the inbound email action script (the gs.warn returns true, but the event is not triggered):

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
    var fromEmail = email.from + '';
    var assignedToEmail = current.assigned_to.email + '';
    var test = fromEmail != assignedToEmail;
    // Implement email action here
    if (test) {

        gs.warn('sending the event: ' + test);
        gs.eventQueue('sn_customerservice.case.update_assigned_to', current, current.assigned_to.email, current.number);
    }


})(current, event, email, logger, classifier);

The event is registered like this (should the "fired by" be configured?)

And finally the notification to the assignee is configured by taking that same event as activation trigger:

Why is the event in the script not triggered? Without it triggering, the notification won't work.

Thanks in advance

[AshishKM]

Hi @JordyZ ,

Are you getting gs.warn message in log, if not then change the If condition and check.

    if (fromEmail != assignedToEmail) {
        gs.warn('sending the event: ' + test);
        gs.eventQueue('sn_customerservice.case.update_assigned_to', current, current.assigned_to.email, current.number);
    }

-Thanks,

AshishKMishra

[JordyZ]

Hi @AshishKM ,

Yes the gs.warn message is in the log and it returns true. 

[Luxo Nadappan]

Seems all looks good. Can you try following

1.Notification is active - Just wanted to double check

2.Can you try trigger the same notification with another "valid event" - if this work, then we can say notification is working .

3.Try simulate/create another event(Make sure to be on right scope) and update your script/Notification accordingly.  And trigger notification.

Please share us your input, if you fixed in any other way .

Regards,

Luxo

[JordyZ]

Hi @Luxo Nadappan @AshishKM , thanks for replying. In the end, it was just a typo in the event name. Dumb mistake by me.

I have another question. Using the live_notification table, I'm creating a BR that triggers an event whenever @someone is mentioned in activity log. This one also not triggering the event.

It's the right event name this time and the notification is configured correctly. Any ideas?