If any candidate replies with the same subject line and case number , it should update on the case

nikhitha24
Tera Guru

‎11-16-2023 04:22 AM

Hi All,

 

Can anyone please help me on the below query.

If any candidate replies , with the same subject line and case number mentioned, it should update on the case directly. Similar to how when anyone responds on a HI ticket, it updates on the case directly making it visible for the agent to view it. After the case is updated with the email, the agent needs to be notified of the comment on the case.

 

Please help me on this how to achieve this.

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Sandeep Rajput
Tera Patron
Tera Patron

‎11-16-2023 08:35 AM

@nikhitha24 You need to make changes in the inbound email action defined on your case table, you can fetch the email.subject within the inbound action script, make a GlideRecord query in case table and check if the case with similar case number exists, if it does then the update should be made on the same case if it doesn't a new case should get created.

 

Hope this helps.

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