Inbound Email body not copying to Additional comments in HR case

[sri vijaya]

Hi

My requirement is when HR case is closed,if user responds to any of the email, then the reply of the email body should copy to additional comments and state should change to work in progress

But the email body is not copying to additional comments as i found an inbound action which is working fine for active cases (like if  we send respond to email, email body is copying to additional comments), 

But whereas in inactive cases, the email body is not copying to additional comments section 

i have checked Business rules which i found nothing related to this

pasting the inbound email script

gs.include("validators');
if(current.getTablename() == "sn_hr_core_case");
current.comments="reply from:" +email.origemail+"\n\n"+email.body_text;
current.update();

please guide me if i am missing anything

@Ankur Bawiskar @Vishal Birajdar 

[Vishal Birajdar]

Hi @sri vijaya 

Functionally , Its not ITIL best practice to re-open closed cases instead open a new case.

But if possible can you send the screenshot of inbound email action ..!! like below

[sri vijaya]

yes @Vishal Birajdar   pasting here

[Vishal Birajdar]

Hi @sri vijaya 

can you try to update field action & check 

[sri vijaya]

@Vishal Birajdar 

so in my case it should set " state to closed complete"?