Attachment variable on record producer not getting added as attachment on case

Mike Strik · ‎04-12-2021

When using the variable "Attachment" the attachment is not included in the form.

In history I see its included:

But on the form (backend) I dont see an attachment:

On the front (ticket form), I see the attachment in the conversation:

But on the same screen the attachment is empty:

Anyone can help me out?

Thanks in advance!

Brad Bowman · ‎04-12-2021

Sorry, I adapted this from another table and had a typo. In any event, testing this specific scenario I have found that it seems to work better, which means actually work in this case, if the Business Rule is async instead of after. You'll also want to create the BR in the Global scope since you're updating a global table.

Here's the working script, using a better way to specify the table name, which will make it easier to apply the same to other tables.

(function executeRule(current, previous /*null when async*/) {
	var attach = new GlideRecord('sys_attachment');
	attach.addQuery('table_name', 'ZZ_YY' + current.getTableName());
	attach.addQuery('table_sys_id', current.sys_id);
	attach.query();
	if(attach.next()){
		attach.table_name = current.getTableName();
		attach.update();
	}	
})(current, previous);

View solution in original post

Mike Strik · ‎04-13-2021

Hi Brad,

Thanks again for your reply. I did everything like you told me to configurate.

I'm very new in the scripting part. Do I need to change parameters in the script to get it working? Now I just copied/pasted it in the BR.

Thanks!

Brad Bowman · ‎04-13-2021

Inactivate the first BR you created, then create a new one in the Global application the same way you created the first one, except with the updated script I provided.

Mike Strik · ‎04-13-2021

Yes! Its working now. I don't know what went wrong. This morning I deleted the old BR, made the new one and it was not working. Now I tried it again, and its working!

Thanks!

Mike Strik · ‎04-12-2021

Hi Brad,

Thanks for your fast reply. I just verified and the table is named ZZ_YYsn_customer_service_case.

I'm trying to setup a proper Business Rule. I'm clearly doing something wrong, because it doesn't work the way that I configured it.

When to run:

Actions:

Advanced:

If I like look under tables, I don't see a table named: sc_customerservice_case. I tried renaming it in the script to sn_customerservice_case. This doesn't matter.

Can you help me configure this rule?

Thanks again!