Business rule issue after updating to Washington

[Mduperre]

Hi,

Looking for any advice for the below problem.

There is an OOB business rule for case tasks called "Update Parent case for state change" which is no longer working after upgrading to Washington.

A custom "before query" business rule is causing the issue(when set to inactive, the above script works as expected). We have more than one case table under sn_customerservice_case and require data segregation based on role for case tasks.

Depending on role, the custom business rule will add "current.addEncodedQuery( 'parent.sys_class_name=<insert table name>' );

This causes the BR "Update Parent case for state change" to not register the worknote update to the parent case. (have done logging to check all the values are correct in this rule and that update is indeed being called.

[James Chun]

Hi @Mduperre,

I am not familiar with the CSM module but are you saying that you have multiple tables that extend from the [sn_customerservice_case] table and there is a custom before query Business Rule on the Case table? Or is the BR on the [sn_customerservice_task] table? Do you mind sharing the BR's configuration?

Within the Update Parent case for state change BR, when you say the update is being called, does parentcase.update() return a valid sys_id?

Have you tried some debugging with the Script Tracer? 

Cheers

[Mduperre]

Hi James,

"Or is the BR on the [sn_customerservice_task] table?"

Yeah both BRs are on sn_customerservice_task and have two tables that extend sn_customerservice_case

This is the custom BR(before Query, order = 1000)

Within the Update Parent case for state change BR, when you say the update is being called, does parentcase.update() return a valid sys_id?

- Yes, it is returning the sys_id of the parent case

Haven't used Script Tracer before but I will take a look into it.

Thanks for the reply