Hello everyone,
Every time I comment on an HR Case ticket on the portal, an email is sent through the event sn_hr_core_case.commented. However, I don't know where this event is triggered from. I have checked both Business Rules and Script Includes but couldn't find it. If anyone knows, please help me.
Thank you so much.
Hi @Dinh Nguyen ,
That is the BR. you can see there are no conditions in the BR and it's calling the script include and the line 278's block is satisfying and it's firing the event
the event is being fired when the comments are added
the reason why it doesn't send notification on "Close Complete" and "Close Incomplete" states in these states are inactive states (case will be active=false)
and if you look at the OOB notification conditions the case should be active in order to trigger the email
you can try adding a comment in a Close Complete case and check the event logs
you will find the event there
hope this clears things out
Please mark my answer as helpful/correct if it resolves your query.
Regards,
Chaitanya
Hi @Dinh Nguyen ,
That is the BR. you can see there are no conditions in the BR and it's calling the script include and the line 278's block is satisfying and it's firing the event
the event is being fired when the comments are added
the reason why it doesn't send notification on "Close Complete" and "Close Incomplete" states in these states are inactive states (case will be active=false)
and if you look at the OOB notification conditions the case should be active in order to trigger the email
you can try adding a comment in a Close Complete case and check the event logs
you will find the event there
hope this clears things out
Please mark my answer as helpful/correct if it resolves your query.
Regards,
Chaitanya
