Need help for Requestor field on HR case

[sony8]

Hi Team,

I am working on HR Case management.

when i was testing Inbound email action by Creating HR Case with a User (who has active record and Inactive record in user table)

The Case creates with Inactive User record and was updating Requester field to Inactive user instead of active user.

I tried to replicate how this issue was happening but unable to find any solution.

Please let me know how can i debug this issue. Requesting any HRSD professionals who has encountered this issue and please let me know how to get Root cause for this issue.

[Sandeep Rajput]

@sony8 Check you inbound email action which triggers for table sn_hr_core_case or any extensions of it. In the script, check if a GlideRecord query is made to identify the subject person/requestor for the case check if the active filter is applied to the query or not. It seems that no active check is made on this query hence the inactive records are being returned which are used for the case creation.

Hope this helps.

[michaelj_sherid]

@sony8 Do both records match the email address for the user sending the email?

[sony8]

Hi @michaelj_sherid 

No both emails are different. I am unable to find root cause how they are taking. I saw on Requestor field attribut they added the below macro.

<?xml version="1.0" encoding="utf-8" ?>
<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null">
<g:sc_button id="email" title="email" label="send email" onclick=" return openEmail()" />
	<script language="javascript">
		function openEmail(){
		var id=g_form.getUniqueValue();
		var a=g_form.getTableName();
		popupOpenEmailClient("email_client.do?sysparm_table=" +a +"&amp;amp;sysparm_sys_id=" + id +"&amp;amp;sysparm_uniqueValue=" + id+"&amp;amp;U_table.u_choice_field=u_choice_value");
		}
			</script>
</j:jelly>

Do i need to modify this macro?

@Sandeep Rajput 

When i submit directly from portal with active User record it was working correctly. But when i am creating through inbound it was taking inactive record.

And one more thing there is a new field added on User table which specifies email address of the user. Here for this new field email is same like i was specifying in my inbound email action test run.