Automatic Comment Updates for Incident Tickets

Hari S1
Tera Contributor

‎04-17-2024 07:12 AM - edited ‎04-17-2024 07:14 AM

Hi,

 

Whenever a ticket is assigned to the "Database" group, we are automatically adding comments to the incident ticket. Currently, in the activity logs(attached image), comments are posted as the logged-in user. However, we want comments are consistently added as "abul tutor".

 

Can someone help me?

 

 

	current.comments = 'We will check the ticket and keep you updated';
	
	current.autoSysFields(false);
	current.update();

 

 

Comments.PNG

Business rule 1.PNGBusiness rule.PNG

 

 

Thank you.

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Kristen Ankeny
Kilo Sage

‎04-17-2024 07:36 AM

Putting a specific user as the updated by is not typical in the platform. The best alternative would be to use a method that would trigger that update to be done by the system (so would show "system" instead of a user). Two ways I can think to achieve:

- Use a flow instead of a business rule (when creating the flow you can set it to run as system user)

- Trigger an event that then triggers a script action

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