question Email field not copying from Interaction to Case in CSM forum

Email field not copying from Interaction to Case

ronyates — Thu, 12 Jun 2025 20:33:01 GMT

When creating a case from an interaction I need to copy the email address to the case but it is not copying.

Here is the code for the UI Action:

current.update(); var newRecord = new GlideRecord("sn_customerservice_chat"); newRecord.initialize(); if (!gs.nil(current.account)) newRecord.setValue("account", current.getValue("account")); if (!gs.nil(current.contact)) newRecord.setValue("contact", current.getValue("contact")); if (!gs.nil(current.consumer)) newRecord.setValue("consumer", current.getValue("consumer")); newRecord.setValue("short_description", 'Case created from Interaction -['+current.getValue('number')+']'); newRecord.setValue("description", current.getValue("transcript")); newRecord.setValue("assignment_group", gs.getProperty('rebode_chat_assignment_group')); newRecord.setValue("assigned_to", gs.getUserID()); newRecord.setValue("state", 10); newRecord.setValue("u_contact_email", current.getValue('consumer.email')); if (GlidePluginManager.isActive('com.snc.csm_proxy_contacts') && !gs.nil(current.opened_for) && current.opened_for.sys_class_name == "sys_user" && new sn_csm_proxy_cont.ProxyContactHelper().isUserProxyContact(current.getValue("opened_for"))) newRecord.setValue("internal_contact", current.getValue("opened_for")); if (current.getValue('type') == 'phone') newRecord.setValue('contact_type', 'phone'); if (current.getValue('type') == 'chat') newRecord.setValue('contact_type', 'chat'); action.openGlideRecord(newRecord); // Tracks number of "Create Case" clicks on the Interaction form via CSM Agent Workspace var csmWorkspaceUAUtil = new sn_csm_workspace.CSMWorkspaceUAUtil(); csmWorkspaceUAUtil.createCaseClickInteraction(); intRelUtil = new global.InteractionRelationshipUtil(); if (intRelUtil.copyAttachments !== undefined) intRelUtil.copyAttachments(current, newRecord);

This is the line of code that is not working:

newRecord.setValue("u_contact_email", current.getValue('consumer.email'));

Any help would be appreciated.

Re: Email field not copying from Interaction to Case

Chaitanya ILCR — Fri, 13 Jun 2025 00:43:13 GMT

Hi @ronyates ,

try this script

current.update(); var newRecord = new GlideRecord("sn_customerservice_chat"); newRecord.initialize(); if (!gs.nil(current.account)) newRecord.setValue("account", current.getValue("account")); if (!gs.nil(current.contact)) newRecord.setValue("contact", current.getValue("contact")); if (!gs.nil(current.consumer)) newRecord.setValue("consumer", current.getValue("consumer")); newRecord.setValue("short_description", 'Case created from Interaction -['+current.getValue('number')+']'); newRecord.setValue("description", current.getValue("transcript")); newRecord.setValue("assignment_group", gs.getProperty('rebode_chat_assignment_group')); newRecord.setValue("assigned_to", gs.getUserID()); newRecord.setValue("state", 10); newRecord.setValue("u_contact_email", current.getElement('consumer.email')); if (GlidePluginManager.isActive('com.snc.csm_proxy_contacts') && !gs.nil(current.opened_for) && current.opened_for.sys_class_name == "sys_user" && new sn_csm_proxy_cont.ProxyContactHelper().isUserProxyContact(current.getValue("opened_for"))) newRecord.setValue("internal_contact", current.getValue("opened_for")); if (current.getValue('type') == 'phone') newRecord.setValue('contact_type', 'phone'); if (current.getValue('type') == 'chat') newRecord.setValue('contact_type', 'chat'); action.openGlideRecord(newRecord); // Tracks number of "Create Case" clicks on the Interaction form via CSM Agent Workspace var csmWorkspaceUAUtil = new sn_csm_workspace.CSMWorkspaceUAUtil(); csmWorkspaceUAUtil.createCaseClickInteraction(); intRelUtil = new global.InteractionRelationshipUtil(); if (intRelUtil.copyAttachments !== undefined) intRelUtil.copyAttachments(current, newRecord);

I have just changed getValue in this to getElement

newRecord.setValue("u_contact_email", current.getValue('consumer.email'));

if that doesn't work use current.consumer.email

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

Re: Email field not copying from Interaction to Case

ronyates — Fri, 13 Jun 2025 16:29:46 GMT

Thank you! This worked.