Increase Reopen Count

Lisa Butcher · ‎07-17-2018

I have a case table (custom) where I am trying to report on the number of times a case was re-opened. I am trying to increase the count in the u_reopen_count field by 1 when the case is changed from 'resolved (6)' to any other value excluding resolved or closed.

I am very new and I am having challenges with the business rule. Anyone have any recommendations?

Sumanth16 · ‎07-17-2018

Hi Lisa,

1) I forgot to mention,in condition use the resolved state value and closed state value instead of resolved ,closed names.Values may differ in every company,that's why I used the names in the condition.

View solution in original post

Sumanth16 · ‎07-17-2018

Modify condition like this:

((previous.state == 'resolved' || previous.state == 'closed ') && (current.state != 'resolved' && current.state != 'closed') )

Lisa Butcher · ‎07-17-2018

Does my script look correct? I modified to the condition you suggestion and it is still not increasing the count to 1. The value remains at zero. I'm not sure where to go next.

I have the 'When to run' set to this. I am new to business rules, so 'thinking' this is correct?

Sumanth16 · ‎07-17-2018

1) Can you change it to before update business rule

2) verify field name and field present in that table (or) not.

Lisa Butcher · ‎07-17-2018

Sending all screen shots as maybe it just needs a second set of eyes