How to configure Inbound Action to create a bounce back email when State is Closed Complete for HR case?

MU
Kilo Contributor

Hi All,

How to configure Inbound Action to create a bounce back email when State is Closed Complete for HR case?

Thanks,

M

1 ACCEPTED SOLUTION

Can you change Action type to "Record action" and in Advanced condition use:

sys_email.instance.active == false

In the actions use:

gs.eventQueue("incident.autoreply", current, gs.getUserID(), gs.getUserName());

 

Like this:

find_real_file.png

And:

find_real_file.png

View solution in original post

9 REPLIES 9

MU
Kilo Contributor

Hi Willem,

 

Thanks for your response. I made the changes as you advised. Please see screenshot of the different components below. However, the bounce back email is still not triggering when I'm replying to a Closed Complete HR Core Case.

Can you please review and advise?

Many thanks!

MU

 

Inbound Action:

find_real_file.png

Event:

find_real_file.png

Notification:

find_real_file.png

The gs.eventQueue should be in the "action" part. The condition can just be "target.active==false". No need for the "if" part.

Can you change Action type to "Record action" and in Advanced condition use:

sys_email.instance.active == false

In the actions use:

gs.eventQueue("incident.autoreply", current, gs.getUserID(), gs.getUserName());

 

Like this:

find_real_file.png

And:

find_real_file.png

MU
Kilo Contributor

It works now. Many thanks for breaking it down for me.

Kind regards,

MU

I'm looking to do this same thing but it isn't working for me.  I've got a few questions as well.

Here are my screenshots.

1 - Event: 

find_real_file.png

Inbound Action:

find_real_file.pngfind_real_file.png

Notification:

find_real_file.png

find_real_file.png

 

I've tried a number of things including making 2 inbound actions (one on sn_hr_core_case and one on sn_hr_core_case_operations).  Whenever I send in an email, it still just updates teh case.  Would one inbound action be enough for sn_hr_core_case and the extended tables?