Update a Parent Case with an attachment made in the last comment of a subtask

Rus Yates-Aylott
Contributor
January 31, 2025

Hi.
I have created a rule that captures the last comment made in a subtask when the subtask transitions to Further Information Required. The subtask comment is always updated when this transition occurs, and the automation adds that comment to the Parent case.

What I am trying to ensure is that, should that subtask's comment also contain an attachment, that too is copied across to the Parent case.

What I do NOT want is any attachment from the subtask that is NOT associated with the transitional comment mentioned above. In other words, simply adding the Last attachment may not work if the last attachment was made before the transition.

Any ideas anyone?
 

1 answer

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Rus Yates-Aylott
Contributor
January 31, 2025

Thinking on the fly here.

What if...
I could get the timestamp of the last comment (the one created as part of the transition) and the timestamp of the last attachment and then...

If they match (within a few seconds) the chance is, they're connected ad i can then proceed to add the last attachment to the Parent case?

If anyone has any idea on how the above could be structured, I would be really grateful.

 

Rus Yates-Aylott
Contributor
January 31, 2025

I have made some progress in that I can pull the DateTime dtails for all attachments in the subtask and accepting a 10 second variance, identify an attachment that has very recently been added.
The question now is how to actually copy that latest attachment to the Parent without copying all attachments. Now I'm stuck

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