Case Commented notification when additional comments getting added while Trasfering a case

[bhaavani]

Hi Experts, I had an issue where when I transfer a HR case all the additional comments from Old one is transferring and also an email notification stating "Case commented" is triggering to transferred case. Can someone help to fix this without effecting the "Case commenting" on normal cases. So for transferred case initially the case comment notification should not trigger when comments get copied. After it should work as usual.

Thanks in advance.

@Sandeep Rajput 

[Sandeep Rajput]

@bhaavani Please update the When to send conditions in the notification and add the following condition.

Hope this helps.

[bhaavani]

Hi @Sandeep Rajput ,

Thanks for your reply. But if we add this for a transferred case anyone comments once new case is created the email will not trigger right.

My requirement is initially when case is transferred as additional comments are copying from old one the email is triggering. So initially the comments email should not trigger but later once transferred case is created then as usually if any comments are added to the transferred case the notification should go. Your solution will restrict the notification to future comments as well.

Thanks in advance.

[Sandeep Rajput]

@bhaavani In such a case you need to change the trigger type to 'Event is fired', Create a new event and trigger it whenever you would like the comment notification to be triggered.

You can create a business rule to trigger this event, inside the business rule script you can add the following script

if(current.operation()=='insert'&&current.transferred_from==''){

{

gs.eventQueue('Event Name'); //Trigger the event and notification for non transferred cases

}

else if(current.operation()=='update'){

gs.eventQueue('Event Name'); Trigger the event for all case types

}

Hope this helps.

[bhaavani]

Hi @Sandeep Rajput ,

But the notification that is currently sending for us is also an event based one. I tried editing the script include that is called in the "sn_hr_case.commented" event' BR. But your solution of creating a new event will hamper the existing one? I tried editing the script include "hr_Case" which is used in the below event generation based on your previous cases. But it didnt worked. Hence reaching out to the forum. 

I mentioned you as I saw many of the cases regarding HR issues were resolved by you. This is a priority one for us. 

Regards,

Madhuri