Business Rule on "Additional comments" not working

[Milan13]

Hello,

please see below screen shot of my Business Rule.

In Actions tab this BR is supposed to set state of Incident form to custom state of "assigned" which is partially working but without the last condition Additional comments - "changes", if I exclude thios last condition and meet the other 3 left it just works fine and state of "assigned" is set up.

As soon as I add this condition it just does not work even if I fill the Additional comments when testing it.

Any idea why??

Much appreciated.

Milan

[Priya Shekar]

Hi Milan,

Please find the below link, This might be useful.

https://community.servicenow.com/community?id=community_question&sys_id=8f2fb269db58dbc01dcaf3231f96...

If my reply has helped you,Kindly click the Helpful button.
If my reply is the answer you were looking for, Kindly click the Accepted Solution button.

Thanks,
Priya

[Jordan Iles2]

Hi, 

I think I have a few follow up questions/clarifications before I can really offer a solution.

I'd like to confirm that you're hoping to update the state field as opposed to the incident_state field. Second, that you're updating Additional Comments rather than work notes. Finally, it might be worth taking a second look at your order -- I see that it's set to 115 which implies that there are other business rules running around this which might interfere. There are several OOB BRs that touch state and incident_state and one that specifically has the same conditions you're using. So, my thought there is that something else might be causing you issues. Using the BR Debugger could help, or playing with the order. As I was testing, I set my BR to run at 90 (order) and it is working as I would expect. 

If these suggestions don't help you find a solution, please feel free to respond with more detail surrounding your testing steps or the general set up of what you're running this against and I'll try to help. 

Thanks

J

[Jaspal Singh]

Hi Milan,

Changing the business rule to run After rather than Before should solve the issue.

Thanks,

Jaspal Singh

Hit Helpful or Correct on the impact of response. 

[Anna Markose]

Hi Milan,

Did you got this issuefixed. I am also having the same issue. In Business rule and in notifications, it is not working when the condition 'Additional Comments changes' is given.