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

[Sajilal]

Hi MU,

Assuming someone sends an Inbound email to a HR case which is closed complete, will they be sending the HR Case number or any field which has reference to the HR Case in Servicenow?

If yes then you can simply add an If condition to check for the Status, if its closed complete you can ignore the Inbound action with a Flag and not allow to create. Simultaneously trigger a event to fire out a new Email which you can configure which is like your bounce back to the user that the HR Case is already closed.

hope this helps.

Please Mark as ✅ Correct if this solves your issue and also mark ???? Helpful if it helps resolve your problem.

Thanks,
Saji

[Willem]

Create an Inbound email action with the condition:

 if(current.active == false){
    gs.eventQueue("incident.autoreply", current, gs.getUserID(), gs.getUserName());
}

You have to create an Event for this "incident.autoreply" in above exaple.

And you need to create the email that you want to send.

Let me know if you need any help with that.

[MU]

Hi Saji,

Thank you for your reply. Yes, ideally the user will be replying to a notification email that will have the respective case number in the Subject. So, when they do that, we want the user to receive an email advising the case they are responding to is closed.

Sorry, I didn't understand what you mean by ignoring the inbound action with a Flag. Also, can you please elaborate on how to create an event to trigger the new notification email?

Many thanks for your time on this!!

Regards,

MU

[Willem]

Create an Inbound email action with the condition:

 if(current.active == false){
    gs.eventQueue("incident.autoreply", current, gs.getUserID(), gs.getUserName());
}

You have to create an Event for this "incident.autoreply" in above exaple.

And you need to create the email that you want to send.

Let me know if you need any help with that.