Hello,
I am looking to send auto-replies on email that either resolved or closed. I tried the solution discussed in the thread
Auto Reply Email for Closed and Resolved Incidents
However, the event discussed in the above thread is not sending the auto reply that I have set up.
gs.eventQueue("ticket.closed.autoreply", current, email.origemail, '');
The auto reply is set up as:
Any suggestions, help would be greatly appreciated.
Thanks,
Shalini
There are three parts to this solution. You have to have registered the event:
You have to have a business rule that fires the event:
And then you have to have your notification that you have shown.
To troubleshoot exactly what is happening, got to the event log and see if the event is firing when it is closed:
If all these things are in place, the event should fire and the email notification should be sent.
Thanks for replying Mike!
I have:
1. Set up an event as:
2. I have the notification set up.
3. I have the script in the Inbound Action called - Update Ticket (BP), but do not have the Business rule as suggested in the previous post
if( (current.state == "6") ||(current.state == "7")) {
//auto-reply notification to caller
gs.log("inside the else part in the inbound action");
gs.eventQueue("ticket.closed.autoreply", current, email.origemail,'');
current.comments('User replied to a Closed ticket. Auto-reply notification sent to the user');
I did not setup the businees rule as the othe post suggested to make changes in the inbound action. Do you think that is the reason? The above code is running in the inbound action and I thought the line gs.eventQueue will fire the ticket.closed.autoreply event.
I the event logs I can see that we are getting to this part of the code.
