If state is resolved then send a notification and once enduser replyback to the same resolved nottfy

[mania]

Hi,

If state is resolved then send a notification and once enduser replyback to the same resolved notifiation then state should be auto closed.

I have done with the resolved notification but when i reply to the same email it is not auto closed.

I have tried in OOB inbound action script but still it is not working.

Can anyone please help on this, it will be usefull.

Thanks!

[Ankur Bawiskar]

@mania 

so is your inbound action getting processed or getting ignored? Did you add logs and verify?

Any other OOB inbound action on HR case table is being processed?

Any data policy is blocking the closure of HR case due to mandatory fields?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Shivalika]

Hello @mania 

Can you show the when to run condition there ? 

Have you selected it as REPLY ? Also once check the whole script that you added in the inbound body by adding logs if everything is giving results. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[mania]

@Shivalika 

I checked with logs but still is not auto closed so can you please help on this if my script in incorrect please make it correct.

Thanks!

[Shivalika]

Hello @mania 

You have written gr.state = 22 - is it a valid state ? Also try enclosing it in single quotes. 

Secondly can you share a sample email that you are receiving from there to check if email.body.assign is being parsed correctly - is it in json format ? 

Best is you remove all the other conditions and just try by closing the incident after you receive reply in Non production instances. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY