Help with Inbound action - HR Case Update

[Rob Sestito]

Hey SN Comm!

I have an ongoing project that I am trying to accomplish.

Last week I received help from our community with Inbound Action, Create HR Case. What I was trying to do, is have any CC's users that match a user account within SN sys_user table, to be added to a custom field 'u_additional_communications_list'. This field is very similar to Watch List and Collaborators List fields.

Here is the Code that works in doing the above:

var au = new global.ArrayUtil();

if (email.importance !== undefined) {
	if (email.importance.toLowerCase() == "high")
		current.priority = 2;
} else
current.priority = 3;

var bodyText = email.body_text;
if (!bodyText)
	bodyText = email.body_html;

current.work_notes = "HR Case created by email:\n\nReceived from: " + email.origemail + "\n\n" + email.subject + "\n\n" + bodyText;
current.description = bodyText;
current.u_additional_communication_list = email.copied;

// Core email rules assign "Guest" if the from email does not match a user.
// In this case, check the HR profile personal email, and reassing the case to that user.
var profile;
if (gs.getUserID() == '5136503cc611227c0183e96598c4f706') {        //GUEST SYS_ID
	profile = new GlideRecord('sn_hr_core_profile');
	profile.addQuery('personal_email', email.origemail);
	profile.query();
	if (profile.next()) {
		current.hr_profile = profile.sys_id;
		current.opened_for = '';
		current.opened_by = gs.getUserID();
		if (profile.user) {
			current.opened_for = profile.user;
			current.opened_by = profile.user;
		}
	} else {
		current.opened_by = gs.getUserID();
		current.opened_for = gs.getUserID();
	}
} else {
	// Find and attach profile if it exists
	current.opened_by = gs.getUserID();
	current.opened_for = gs.getUserID();
	profile = new GlideRecord('sn_hr_core_profile');
	profile.addQuery('user', gs.getUserID());
	profile.query();
	if (profile.next())
		current.hr_profile = profile.sys_id;
}

current.subject_person = current.opened_for;
var newId = current.sys_id;
gs.eventQueue('sn_hr_core_case.email.creation', current, newId, email.from);

//Rob's script Start
//match cc'd email address to user account profiles in servicenow and add their user account to additional communications list field

var instanceEmail = gs.getProperty("glide.email.user").toLowerCase().split(",");
var currentList = current.getValue("u_additional_communication_list").toLowerCase().split(",");

var copied = email.copied.toLowerCase().split();
//remove the instance email address
var copied = au.diff(copied, instanceEmail);

//get a list of User sys_ids and the matching email addresses
var ids = [];
var emails = [];
var gr = new GlideRecord("sys_user");
gr.addEncodedQuery("emailIN" + copied.join(","));
gr.query();
while (gr.next()) {
	ids.push(gr.getValue("sys_id"));
	emails.push(gr.getValue("email").toLowerCase());
}

//remove email addresses we found from the copied list
copied = au.diff(copied, emails);

//now add the corresponding User record sys_ids
//copied = au.union(ids, copied); //commented out as this logic was not working

//now add to the existing list
current.u_additional_communication_list = au.union(ids).join(","); //adjusted this line to do the logic we want

//Rob's script End

Now, I believe I need to update the Inbound Action 'Update HR Case'. From testing the above, the thing I noticed is that when one of those CC's users reply to the original email - it will create a new case and only sometimes post to the original.

As you can see - I had each CC'd person reply, and it was not that consistent:

Here is the Update HR Case inbound actions script (for the core table):

gs.include('validators');
//gs.info("Update HR Case: Inbound Email - Entered Inbound Email Action");

if (current.transferred_to == "") {
	//gs.info("Update HR Case: Inbound Email - Not a transferred case");
	current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
	
	if (email.body.assign != undefined)
		current.assigned_to = email.body.assign;
	
	current.update();
} else {
	//gs.info("Update HR Case: Inbound Email - Transferred Case, updating tranferred case instead.");
	var gr = new GlideRecord("sn_hr_core_case");
	gr.get(current.transferred_to);
	gr.comments = "Comment forwarded from Transferred From Case:" + current.number + "\n\nreply from: " + email.origemail + "\n\n" + email.body_text;
	
	if (email.body.assign != undefined)
		gr.assigned_to = email.body.assign;
	
	gr.update();
}

Anyone able to lend a hand, as to what would be my best option in order to make all cc'd users that reply, have their reply go right to the Case that was already created?

Thanks in advance!

-Rob

[SanjivMeher · Accepted solution]

You need to update your Create Inbound Action script to check, if there are existing requests with the same subject.

For ex, in my case, in create inbound action, I check, if there is an active security request with the same subject with or withour Re: .

Because when a new user sends a reply to that email, since there are no ServiceNow ref MSGID in the body or HR case number in the subject, ServiceNow will consider it as a new case.

var email_sub = email.subject.split(': ')[1];

var inc = new GlideRecord('sn_si_request');
//inc.addActiveQuery();
//inc.addQuery('short_description',email_sub);
inc.addEncodedQuery('active=true^short_description='+email_sub+'^ORshort_description='+email.subject);
inc.query();

if (inc.next())

{

// Add your update code here.

}

[Rob Sestito]

Thanks for explaining this Sanjiv - as it worked perfectly for me!

Thank you!

-Rob

[YAJNA SATYANARA]

Hi Sanjiv,

Could you please let us know how to check the smart allocators for HR cases.

If possible, please give quick replay.

Thanks and Regards.