HR Helpdesk 20C - Ability to default the response channel and address

Summary

When responding to a customer we want it to default to email and the desired email address

Content

I have recently added some script into the server script trigegrs for Service Request > Messages to attempt to default the channel to email and the correct email address when an agent clicks 'respond' on the messages tab on a service request.

I seem to have got the script working but only for any cases that already have the channel type on the SR set to E-Mail - the email address will default based on the queue the SR is sat in. However if the channel on the SR is at phone, for example, it will not update the channel to email alongside the appropriate email address.