Create Ticket with the help of email

[ersureshbe]

Hi All,

Hope all good. I've enabled the functionality as create a ticket via email. It's working as expected. When non account holder email send an email I should reply as you are not a valid user to update the ticket. I followed below steps but I tested it's not sending email to non account user. Can you please assist what should be an error not sending notification to From Address. Please advise.

1. Functionality enabled in inbound email action.

2. Event is created with the mentioned name. I tried with sn_customerservice_case

3. Notification created and mapped with Event. Event mapped with notification, Recipient also configured, Notification template also defined

Regards,

Suresh.

[Sebastian L]

Can you find it in the Event log? Also don't think you need to pass the msg parameter, unless you use it somewhere? 

[ersureshbe]

Thanks Sebastian. I tried with email.from and replaced msg ie.,

 gs.eventQueue("sn_customerservice.dft.non.account.email", current, email.from, email.from);

not helped.

Regards,

Suresh.

[Sebastian L]

Have you checked the event log if the event is actually firing? Also it should be enough just to have "gs.eventQueue("sn_customerservice.dft.non.account.email", current, email.from);", but first we need to understand whether or not the event is actually being fired. 

Or you can log it as Saurav suggests 🙂 

[Saurav11]

Apply gs.log in the else and check if the script is actually getting in the else loop.

Thanks.