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

[MU]

Hi All,

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

Thanks,

M

[MU]

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:

Event:

Notification:

[Willem]

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

[Willem · 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:

And:

[MU]

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

Kind regards,

MU

[Patrick Canary]

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: 

Inbound Action:

Notification:

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?