Problems with OOB "Create HR Case" Inbound Action

[brennamorss-fis]

We've noticed recently in our production instance that emails coming from personal email addresses create a case from the Guest user account. It is my understanding that the OOB "Create HR Case" inbound action is meant to handle this by searching for the address against HR Profile "personal_email" field. There are a few issues that I noticed that have prevented this from being handled, however. Here are some of the things:

• 'caller_id' field is used in script. In our instance, this is a variable on the incident table, not the hr_case table. I believe it should just be 'caller'.
• It seems that when you set a field's value through field actions and then attempt to change the value through the script section, it will not change according to the script. (Is there a processing order I don't know about?)
• The line "if (gs.getUserID() == '5136503cc611227c0183e96598c4f706')" never evaluates to true, even when the email address does not match a sys_user record. When I perform a log statement before to see the value of gs.getUserID(), it shows as 'guest' not the sys_id of the guest user. Therefore, it ignores all of the code to match the address to a personal email in the HR Profile table.

Just looking for some guidance as to why this appears to be not functioning as expected OOB and if anyone else has experienced this. Thanks in advance!

[Archana Nangia]

Hi Brenna,

The OOTB Inbound Email Action to create HR case looks at both the email ID in the user profile as well as the personal email ID in the HR Profile. When the personal email ID in the HR profile is used to create a case via email, a case is created with the 'Subject Person' and 'Opened for' being the user tied to the HR profile.

Hope this helps.

-Archana

[brennamorss-fis]

I understand what it is meant to do, I am saying that our OOTB Inbound Action was not functioning that way. The code was incorrect for our instance and personal email addresses were not being checked. I was wondering if anyone else experienced the same issue and why that might be.

[Pete R1]

Hi,

I tested this in my dev instance (Jakarta patch 6) and it seems to be working as designed. I have a record in sys_user with a work email and an HR profile record with a personal email address. When I send to the instance from the personal email (that is listed on the HR profile) it generates a case with the appropriate subject user.

Guest is still the "created by" but that makes sense because the inbound rule isn't set to modify this.

I assume in your case all values are set to guest, or does it simply not generate a new case?

[Simanta27]

Hello @brennamorss-fis , did you find any solution for this issue?