HR case state via email is not setting draft

[Vijay Baokar]

Hi Team,

We have created a flow to create HR cases from email. We can see that HR cases are getting created from Email but the state of HR case is always Ready instead of draft. We didn't do any mapping for state in the flow. is there anything which is running OOTB and setting the state to ready. However when we are creating cases from portal or agent workspace, state is always draft which is correct but we want the same state via email as well.

[Max Dore]

Hi, have you tried adding State = Draft where you are mapping the other fields in your flow?

[Vijay Baokar]

Hi max,

I tried mapping as well but still i am getting ready state.

[Max Dore]

A tool I find really helpful in tracking where/when a field gets set or knowing all that happens behind the scenes during a process is Script Tracer. I would recommend giving that a try without knowing more around the customization.

[Community Alums · Accepted solution]

Hi @Vijay Baokar ,

Found it! After several try with your case, the root case is because of the Source (contact_type), the state will be Ready whenever you set the Source to Self-service/ Email/ Chat/ Virtual agent.

This is the OOTB Business rule: Ready for work (https://[instance].service-now.com/nav_to.do?uri=sys_script.do?sys_id=3e5330019f22120047a2d126c42e70....

Hope this helps!