How to inform guest user that incident ticket is created on his behalf?

SudhirOjha · ‎02-14-2018

Guest user just create an incident using inbound email and OOB business rule created a ticket onbehalf of him.

Now i have a requirement to inform the guest user that ticket has been created and send him the incident ID.

any idea??

Thanks

Sudhir

Dubz · ‎02-20-2018

Hi Sudhir,

You need to create an event in your event registry so you can trigger it in your eventQueue(). You will probably want some logic in your inbound action to only generate the event if the user is not in your user table, something like this:

var gr = new GlideRecord('sys_user');
gr.addQuery('sys_id', gs.getUserID());
gr.query();
if(!gr.hasNext()){
gs.eventQueue('your.event.name', current, email.origemail);
}

You then need to create an event and in the when to send tab select the option to send when an event is fired, in the who will receive tab tick the box for parm1 contains recipient, then just fill out the content of the email to mirror the standard incident opened for me notification.

Cheers

Dave

View solution in original post

Anil74 · ‎02-20-2018

or

1. create inbound action with below script

(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

// Implement email action here
// current.u_guest_email = email.from;
current.insert();
if(gs.getUserID() == "5136503cc611227c0183e96598c4f706")// Guest user record sys_id

{
gs.eventQueue('incident.guestuser', current, email.from);
}

})(current, event, email, logger, classifier);

2. Create event and Notification.

I hope these two options will help you.