We recently implemented CSM. When a customer raises a case with us it can either be treated as an INC or a RITM on our side depending on their selection. When either of these are closed on our side the case is set to a state of resolved as expected. However, if we create a PRB ticket and link it to the case the case will still move to a state of resolved when the underlying INC is closed even if the PRB is still active.
I have found a Business Rule on our system called state sync (advanced script below):
(function executeRule(current, previous /*null when async*/) {
var caseIdArr = new sn_customerservice.UFICustomerServiceHelper().getCase(current, current.sys_class_name);
for (var i = 0; i < caseIdArr.length; i++){
new sn_customerservice.UFICustomerServiceHelper().checkStates(caseIdArr[i]);
}
})(current, previous);
I have also attached a screenshot of the 'when to run' criteria.
For some reason this is not working. Can anyone provide any advice please?
