work notes from problem_task to problem is not working at all.

tghadage124
Tera Contributor

‎12-05-2024 02:06 AM

hi all , 

 

var problemRec = new GlideRecord('problem');
problemRec.addQuery('sys_id', current.problem);
problemRec.query();
if(problemRec.next()) {
        problemRec.work_notes = current.work_notes.getJournalEntry(1);
problemRec.update();
} 
 
this is the code for the same.  
 
whenever i am tying infrom problem_task to problem record its it going like this in loop 
please look into it. once if you have answer do let me know.
 
Screenshot (459).png
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4 REPLIES 4

Rajesh Chopade1
Mega Sage

‎12-05-2024 02:24 AM

hi @tghadage124 

 

Looks code is potentially causing a loop between the 'problem_task'  and problem records. This could be happening because you're modifying the problem record's work notes in response to a change in the problem_task record, and that update might trigger an event that starts the process over again.

 

Could you try following code once :

var problemRec = new GlideRecord('problem');
problemRec.addQuery('sys_id', current.problem);
problemRec.query();

if (problemRec.next()) {
    // Check if the work notes have already been updated to avoid recursion
    if (!problemRec.u_processed) {
        // Add the journal entry to work notes
        problemRec.work_notes = current.work_notes.getJournalEntry(1);
        
        // Set a flag to avoid recursion
        problemRec.u_processed = true;
        
        // Update the problem record
        problemRec.update();
    }
}

 

I hope my answer helps you to resolve your issue, if yes please mark my answer helpful and correct.

thank you

Rajesh

 

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Brad Bowman
Kilo Patron
Kilo Patron

‎12-05-2024 02:28 AM

Do you have Filter Conditions on the Business Rule when Work notes changes?  Do you have any Business Rules running on the problem table that is doing anything with work_notes?

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-O-
Kilo Patron
Kilo Patron

‎12-05-2024 02:32 AM

Is there maybe a business rule that does the reverse: when the work notes on the problem are added, it copies those to all problem tasks?

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shivatmika_19
Tera Guru

‎12-05-2024 05:11 AM

Hi @tghadage124,

You can try the below code

BR: After update

Condition: work notes changes

table: problem_task

Script:

(function executeRule(current, previous /*null when async*/) {

(function executeRule(current, previous /*null when async*/) {

// Add your code here
var problemRec = new GlideRecord('problem');
problemRec.addQuery('sys_id', current.problem);
problemRec.query();
if(problemRec.next()) {

var workNotes = current.work_notes.getJournalEntry(1);

if(workNotes.indexOf(current.number+': ') == -1){

problemRec.work_notes = current.number+': '+workNotes;
problemRec.update();
}
}
else{

gs.addInfoMessage('No associated problem record exists for the problem task');
}
 
})(current, previous); 
Note: you can modify the string for stopping the loop (i used [record number : ---> e.g., PTASK1234 🙂
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