Inbound action Script

[amirservice]

I have an issue in CSM.

I have an inbound action on the Case table. Through this inbound action, I want to perform this on task of a case:

Update the Rejection Details

Update the Tracking Number

Change the State to Canceled

Update Assigned To based on whoever replies via the inbound action on a Case Task

I’ve also created a Business Rule to synchronize task details back to the case. just tell me script to update the details of task from inbound action

[vaishali231]

hey @amirservice 

You can achieve this requirement using an Inbound Email Action on the Case table and update the related Case Task using a GlideRecord query inside the script section.

Since the inbound action runs on the Case (current), you need to explicitly query the associated Case Task and update the required fields.

Script:

(function runAction(current, event, email, logger, classifier) {

// Query active Case Task related to this Case
var taskGR = new GlideRecord('sn_customerservice_task'); 
taskGR.addQuery('parent', current.sys_id);
taskGR.addQuery('active', true);
taskGR.query();

if (taskGR.next()) {

// Update Rejection Details
taskGR.u_rejection_details = email.body_text;

// Update Tracking Number (example: from email subject)
taskGR.u_tracking_number = email.subject;

// Change State to Canceled (verify correct state value in your instance)
taskGR.state = 7;

// Update Assigned To based on email sender
var userGR = new GlideRecord('sys_user');
userGR.addQuery('email', email.from);
userGR.query();

if (userGR.next()) {
taskGR.assigned_to = userGR.sys_id;
}

taskGR.update();
}

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

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Doing so helps others in the community and encourages me to keep contributing.

Regards
Vaishali Singh

[vaishali231]

hey @amirservice 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread 🔒. This will help other readers find the solution more easily.

Regards,
Vaishali Singh