Business Rule not working

ServiceNow Use6
Tera Guru

3 weeks ago - last edited 3 weeks ago

Hi,

 

I am trying to create a Business Rule for the incident matrix. Priority is not getting changed. Kindly help.

 

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

	var imp = current.u_impact.getValue();
	var urg = current.u_urgency.getValue();
	//var pri = current.u_priority;

	gs.info('impact is ' + imp + ' urgency is ' + urg);

	if((imp == '1')	 && (urg == '1')){
		current.u_priority = '1';
	}

	else if((imp =='1') && (urg == '2')){
	current.u_priority = '2';
   }

   else if((imp == '1') && (urg == '3')){
	current.u_priority = '3';
   }

   else if((imp == '2') && (urg == '1')){
	current.u_priority= '2';
   }

   else if((imp == '2') && (urg == '2')){
	current.u_priority='3';
   }

   else if((imp == '2') && (urg == '3')){
	current.u_priority='4';
   }

   else if((imp == '3') && (urg == '1')){
	current.u_priority='3';
   }

   else if((imp == '3') && (urg == '2')){
	current.u_priority = '4';
   }

   else if((imp == '3') && (urg == '3')){
	current.u_priority = '5';
   }
	

})(current, previous);
0 Helpfuls
  • 473 Views
10 REPLIES 10

M Iftikhar
Mega Sage

3 weeks ago

Hi @ServiceNow Use6 ,

 

getValue() returns a string (e.g., "1", not 1). If you want to compare with numbers, use parseInt().

Also, to update a field in a Business Rule, use current.setValue() instead of direct assignment.

 

 

 

Bhuvan
Mega Patron

3 weeks ago

@ServiceNow Use6 

 

If impact and urgency are integer, no need to use quotes. If they are string, use quotes.

 

Check your if else condition and change the condition value accordingly and it should work.

 

If this helped to answer your query, please mark it helpful & accept the solution.

 

Thanks,

Bhuvan

Bhuvan
Mega Patron
In response to Bhuvan

3 weeks ago

@ServiceNow Use6 

 

Refer below knowledge article for more details,

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0725069

 

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

 

Thanks,

Bhuvan

Chaitanya ILCR
Mega Patron

3 weeks ago

Hi @ServiceNow Use6 ,

are you talking about Incident(incident) table?

if yes 

check if there is any Priority look rules are active or not if you are using the priority look up rules

you can go to the matcher table and adjust record (OOB matcher table for incident is dl_u_priority)

ChaitanyaILCR_0-1757589886728.png

ChaitanyaILCR_1-1757589996846.png

 

 

Better use the priority lookup

 

if you are using the BR to set the value the impact field name is (impact) not u)impact and urgency (urgency) not and urgency and priority is priority not (u_priority)

 

if this BR is on different table and field names are correct

you can update the BR script as below

 

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

    var imp = current.getValue('u_impact');
    var urg = current.getValue('u_urgency');
    //var pri = current.u_priority;

    gs.info('impact is ' + imp + ' urgency is ' + urg);

    if ((imp == '1') && (urg == '1')) {
        current.u_priority = '1';
    } else if ((imp == 1) && (urg == 2)) {
        current.u_priority = '2';
    } else if ((imp == 1) && (urg == 3)) {
        current.u_priority = '3';
    } else if ((imp == 2) && (urg == 1)) {
        current.u_priority = '2';
    } else if ((imp == 2) && (urg == 2)) {
        current.u_priority = 3;
    } else if ((imp == 2) && (urg == 3)) {
        current.u_priority = 4;
    } else if ((imp == 3) && (urg == 1)) {
        current.u_priority = 3;
    } else if ((imp == 3) && (urg == 2)) {
        current.u_priority = 4;
    } else if ((imp == 3) && (urg == 3)) {
        current.u_priority = 5;
    }


})(current, previous);

 

 

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya