Awaiting User Info does not automatically change to Active when user responds
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08-21-2023 09:36 AM
Hello,
I've come across an issue when on the incident state is in 'Awaiting User Info' and the caller responds to the incident. The incident states does not automatically change back to Active.
Currently, I have a business rule that is working in the Dev and Test instance but not in Prod.
The business rule states it'll happen before and run insert and update.
The condition I have is current.incident_state == 4 && current.comments.changes() && gs.getUserID() == current.caller_id
Script:
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08-21-2023 09:51 AM - edited 08-21-2023 09:57 AM
Hi @SParker12 ,
Are you sure your bussiness rule runs like when logged in user responds to incident , you can check this by putting some info messages in your business rule.
I am not sure but you need to look at your conditons.
Thanks,
M.Ismail
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08-21-2023 09:58 AM
Yes, it works in Dev and Test but not in Prod. I'm not sure why
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08-21-2023 10:06 AM
Are you sure that the user running the business rule has the necessary ACL to update incident records in Prod Enviornment.
