business rule condition

[Deepika54]

Hello experts,

The incident state is 'on hold' and on hold reason is 'awaiting caller'. if the state value changes to any other thing apart from 'on hold' and on hold reason as 'awaiting caller', i need to trigger a BR like if it moves to 'on hold' and 'awaiting third party' or lets say it moved to in progress i.e any other value apart from on hold and awaiting caller, the BR Should trigger.

Can anyone please help me in the condition part. Thanks in advance 

[Ankur Bawiskar · Accepted solution]

@Deepika54 

try this in script of before update business rule

// Only run on update
if (
    previous.state == 3 && // 3 = On Hold (verify your instance's value)
    previous.hold_reason == 'awaiting_caller' && // 'awaiting_caller' is the value in the dictionary
    (
        current.state != 3 || // State changed from On Hold to something else
        current.hold_reason != 'awaiting_caller' // Or On Hold Reason changed from Awaiting Caller to something else
    )
) {
    // Your business rule logic here
	
}

If my response helped please mark it correct and close the thread so that it benefits future readers.

[GopikaP]

Hi @Deepika54 , you can try adding the filter conditions like any one of these : 

[J Siva]

Hi @Deepika54 
Try the below condition.

Regards,
Siva

[RathanK]

Hello @Deepika54 

You only need to trigger the BR or you have any specific use case or configuration that should be done after triggering the BR.

Based on your use case below is the condition you can refer.

Use Before Update BR.
PFA the screenshot.

Below is the script:

(function executeRule(current, previous /*null when async*/ ) {

    var wasAwaitingCaller = previous.state == '3' && previous.hold_reason == 'awaiting_caller';

    var movedAwayFromAwaitingCaller = !(current.state == '3' && current.hold_reason == 'awaiting_caller');

    if (wasAwaitingCaller && movedAwayFromAwaitingCaller) {

        gs.info('Incident moved out of Awaiting Caller status.');

    }

})(current, previous);

Regards,

Rathan K

[Ankur Bawiskar · Accepted solution]

@Deepika54 

try this in script of before update business rule

// Only run on update
if (
    previous.state == 3 && // 3 = On Hold (verify your instance's value)
    previous.hold_reason == 'awaiting_caller' && // 'awaiting_caller' is the value in the dictionary
    (
        current.state != 3 || // State changed from On Hold to something else
        current.hold_reason != 'awaiting_caller' // Or On Hold Reason changed from Awaiting Caller to something else
    )
) {
    // Your business rule logic here
	
}

If my response helped please mark it correct and close the thread so that it benefits future readers.