Issue: When manually updating the "state" field on the incident form, the changes are captured in the "Activities(additional comments- Field Changes)".
However, when the "state" field is updated programmatically based on conditions (via Business Rule), so the update changes are not captured in the "Activities(additional comments- Field Changes)"..
Issue: When manually updating the 'state' field in the Incident form, the changes are correctly captured in the Activities(additional comments- Field Changes). However, when the 'state' field is updated based on conditions (e.g., via business rules), the update is not reflected in the Activity Logs or Comments section. The changes are being successfully applied to the record, but no log entry is created, leading to incomplete tracking of changes.
Impact: This causes incomplete logging in the Activity Log and makes it difficult to track changes made programmatically.
Expected Behavior: Changes to the "state" field should be logged in the Activity Log regardless of whether they are made manually or programmatically.
Steps to Reproduce:
1. Update the "state" field manually - logs are captured in Activities(additional comments).
2. Update the "state" field programmatically using a script condition - Activities(additional comments) are missing.
BR Script:
When = additional comments --> Changes
(function executeRule(current, previous /*null when async*/ ) {
// Check if a comment was added
// if (current.comments.changes()) {}
// Verify if the comment is from the requester (opened_by)
if (current.opened_by == gs.getUserID()) {
// Check if the state is Resolved (assuming states)
if (current.state == 6 || current.state == 3 || current.state == 4 || current.state == 5 || current.state == 😎 {
// Reopen the incident by setting the state to Active (2)
current.state = 2;
current.short_description="testing--";
current.setWorkflow(false);
current.update();
current.setWorkflow(true);
}
}
})(current, previous);
