Business Rule Not Setting Values on Incident

[sarahyelton]

I have an assignment rule that runs on the incident table and it is working currently.  I have a business rule that is supposed to set values on the incident and it is not working.  I have it set as an after rule so that the assignment can be created first and then I want to run the business rule if the incident is assigned to a particular group.  I have tried the simple route by using the set values tab but that didn't work.  I know tried the below script and it doesn't work.  I also tried the 'current.category' format and that didn't work.  What is the best approach for setting values.  I have not experienced such difficulty on other tables.  By the way, I have marked the rule inactive for the time being.

[Brad Tilton · Accepted solution]

You should be able to use the set values tab for that, but if you're going to use a script you'll need to use current, since incident would be undefined here.

It looks like you're running this on when = after, which you can't use to set values. I would run it as when = before so it runs before the record is inserted. Also, this is only going to run on record creation, not an update (which may be what you want). You might also try running at order = 100000 so you can be sure it's running after the assignment rules.

If none of that appears to work I would turn on debug business rules and see if it's running at all.

[Michael Fry1]

Brad is right on that you will have to use current in a before business rule. You won't be able to override the priority field as typically that is a combination of Impact & Urgency. So your business rule, however you decided to build it, should use current.impact = 1, & current.urgency = 1.

[sarahyelton]

Thank you!!  I changed it to a before insert rule and upped the order to 11,000.  (Since there were others at 10,000 already and I wanted to make sure it ran last).