Hi,
I am facing some issue here.
I have a scenario here, when someone replies by email, the reply text + inline images + attachments are added to the correct case automatically.
But here the issue is when i reply from the email the body is mapping to the worknotes.
But i want the email thread should happen to the customer and agent
Reply inbound:
(function runAction( /* GlideRecord */ email, /* GlideRecord */ event) {
var subject = email.subject + "";
gs.info("Email Subject: " + subject);
// Regex to find case number pattern: CS + digits (e.g., CS12345)
var caseNumberMatch = subject.match(/\bCS\d+\b/);
var caseNumber = null;
if (caseNumberMatch) {
caseNumber = caseNumberMatch[0];
gs.info("Extracted Case Number: " + caseNumber);
} else {
gs.info("No Case Number Found in Subject");
return; // Exit early if no case number found
}
// Look up the related case
var existingCase = new GlideRecord('sn_customerservice_case');
if (existingCase.get('number', caseNumber)) {
gs.info("The case exists: " + existingCase.number);
gs.info("The Email sys_id is: " + sys_email.sys_id);
// ---- Case updates ----
// Adjust time_worked by +1 second
var timeWorkedRaw = existingCase.getValue('time_worked'); // Example: "1970-01-01 00:02:02"
var gdt = new GlideDateTime(timeWorkedRaw);
var ms = gdt.getNumericValue();
var totalSeconds = ms / 1000;
totalSeconds += 1; // Add 1 second
var gd = new GlideDuration(totalSeconds * 1000);
existingCase.setValue('time_worked', gd.getDurationValue());
// Append reply content with sender email & maintain inline images
var senderEmail = email.origemail || ""; // gets replier's email
gs.info("Reply sender email: " + senderEmail);
// Append reply content (maintains inline image HTML)
gs.info("The HTML field is " + email.body_html);
existingCase.u_add_worknotes = "reply from: " + senderEmail + "<br><br>" + email.body_html;
existingCase.update();
// ---- Copy attachments from email to case ----
copyAttachmentsFromEmailToCase(sys_email.sys_id, existingCase.sys_id);
}
/**
* Copies all attachments from a sys_email record to a target case.
* Skips duplicates based on file name + size.
*/
function copyAttachmentsFromEmailToCase(emailSysId, caseSysId) {
gs.info("Copying attachments from Email: " + emailSysId + " to Case: " + caseSysId);
var gsa = new GlideSysAttachment();
// Find attachments linked to this email
var emailAttachmentGR = new GlideRecord('sys_attachment');
emailAttachmentGR.addQuery('table_name', 'sys_email');
emailAttachmentGR.addQuery('table_sys_id', emailSysId);
emailAttachmentGR.query();
while (emailAttachmentGR.next()) {
var fileName = emailAttachmentGR.getValue('file_name');
var sizeBytes = emailAttachmentGR.getValue('size_bytes');
var sourceSysId = emailAttachmentGR.getValue('sys_id');
var contentType = emailAttachmentGR.getValue('content_type');
// Check for existing attachment on the case to avoid duplicates
var caseAttachmentGR = new GlideRecord('sys_attachment');
caseAttachmentGR.addQuery('table_name', 'sn_customerservice_case');
caseAttachmentGR.addQuery('table_sys_id', caseSysId);
caseAttachmentGR.addQuery('file_name', fileName);
caseAttachmentGR.addQuery('size_bytes', sizeBytes);
caseAttachmentGR.query();
if (!caseAttachmentGR.hasNext()) {
var caseGR = new GlideRecord('sn_customerservice_case');
if (caseGR.get(caseSysId)) {
var stream = gsa.getContentStream(sourceSysId);
gsa.writeContentStream(caseGR, fileName, contentType, stream);
gs.info("Copied attachment: " + fileName);
}
} else {
gs.info("Skipping duplicate attachment: " + fileName);
}
}
}
})(email, event);
Can anyone please help on this, it will be useful.
Thanks!
