Hi,
I've been asked to try and move associated emails with a General Case to the transferred case. I've put a business rule in place which should do this. It looks like it works when looking at the sys_email table, but doesn't show up in the activity list of the new task. I have made sure that the sent/received emails is in the activity list for the form and that the user I am viewing the form with has the appropriate role to see sent and received emails.
// OnAfter 'insert' business role on sn_hr_core_case
// Condition 'Transferred from' is not empty
(function executeRule(current, previous /*null when async*/) {
var email = new GlideRecord('sys_email');
email.addQuery('instance', current.transferred_from.sys_id);
email.query();
while(email.next()) {
email.instance = current.sys_id;
email.target_table = current.sys_class_name;
email.update();
}
})(current, previous);Old pre-transferred case, showing email:
Sys_email entry for above:
Transfer case:
No email in Activity list 😞
But the sys_email entry has been updated by the business rule:
Hey Peter,
Not sure if you have found a solution for yourself.
Also, not sure if I am reading your requirement correctly. Are you saying that you need any emails sent to the Original General Case, to be sent to the New Transferred Case post transfer?
If so, you could use this BR that works for us as we needed the same requirement, just in case the end user emailed back to the original General HR Case after we transferred the General Case into the correct COE/HR Service.
When to Run:
Script:
(function executeRule(current, previous /*null when async*/) {
var grHRCase = new GlideRecord('sn_hr_core_case');
if (!grHRCase.get(current.transferred_to)) {
return;
}
var openingComment = gs.getMessage('Case was cancelled and transferred to {0}', grHRCase.number);
if (current.comments != openingComment) {
if (current.comments) {
grHRCase.comments = gs.getMessage("{0}\n\n(Copied from original case: {1})", [current.comments, current.number]);
}
if (current.work_notes) {
grHRCase.work_notes = gs.getMessage("{0}\n\n(Copied from original case: {1})", [current.work_notes, current.number]);
}
grHRCase.update();
}
})
(current, previous);
Hope this helps (hopefully I understood your requirement correctly).
Cheers!
-Rob
