Please suggest how to achieve this requirement in the case email notification:

[ashok17]

Hi All,

Please suggest how to achieve this requirement in the case email notification:

As mentioned below, the case notification is triggered whenever a case is resolved. However, the email notification contains the "Open the Case" link. If the user clicks on this case record link, the case status should be changed from Resolved to In Progress.

[Rafael Batistot]

Hi @ashok17 

To achieve this, replace the standard email record link with a custom redirection endpoint or controller that updates the case status from Resolved to In Progress in the backend before instantly redirecting the user to the record page.

https://www.servicenow.com/docs/r/it-service-management/change-management/c_ConflictDetection.html

[ashok17]

Hi @Rafael Batistot ,

Thanks for response ,  i am using one email script 'SN924_link_opend_case' for the open the case, currently if case record is selects in the email notification it will redirect to csm portal view, but i need case state change resolved to inprogress.

(function runMailScript( /* GlideRecord */ current, /* TemplatePrinter */ template,
/* Optional EmailOutbound */
email, /* Optional GlideRecord */ email_action,
/* Optional GlideRecord */
event) {

// Add your code here
var userObj;
var agentURL;

//https://dev-portal.trustedcloudeurope.com/csm?id=csm_ticket&table=sn_customerservice_case&sys_id=c92...
agentURL = '<a href="' + gs.getProperty('glide.servlet.uri') + '/csm?id=csm_ticket&table=sn_customerservice_case&sys_id=' + current.sys_id + '">' + current.number + '</a>';
template.print(agentURL);
})(current, template, email, email_action, event);