Assistance Required: Identifying Trigger for Priority Field Changes

[Jessica28]

Hello,

We hired a few consultants to implement a service request. Currently, the Priority field on a service request is automatically updated at the RITM level when all related tasks are marked as complete.

Since the consultants are no longer with the company, I'm finding it difficult to trace what is triggering these changes. I would appreciate any suggestions on how to investigate this.

[Brad Bowman]

Hi Jessica, this will likely be either in a Business Rule or the Catalog Item workflow. Check Business Rules first. Filter on tables sc_task, sc_req_item, and sc_request. Add the Created by, Updated by, and script fields to the list layout and look for a rule that was created and/or updated by one of the consultant accounts. You can also search the script field containing priority, or whatever the priority field on the request is named. 

If you’re not seeing anything there, go to maintain items to view the Catalog Item for this request. If the Workflow field is populated, go to workflow editor and open that workflow, then you’ll see a Run Script activity that contains this script. If there’s no workflow, then they used flow designer to build a flow for the tasks and any approvals, so there could be a script in the flow to check for other catalog tasks then update the RITM priority. 

[Jessica28]

Hi @Brad Bowman  

I'm still having a difficult time trying to trace what is triggering these changes.  It there another way we can trace what firing the update?  Thank you

[Brad Bowman · Accepted solution]

There used to be a field watcher that would have been helpful here, but it's missing since the Next Experience UI.  Have you ruled out Business Rules?  Is there a workflow running on this Catalog Item?  Does the RITM Priority update like this with every Catalog Item?  If they were not very good consultants they could have done this in an onSubmit Catalog Client Script or a Client Script on the sc_task table.

If you are in a situation where you could give me access to a non-prod instance or screen share I could probably sniff it out fairly quickly.

[Jessica28]

Hi @Brad Bowman  ,

I discovered the root cause: a Flow Designer workflow triggered the update. I sincerely appreciate your time and effort in helping me.