Business rule to check and uncheck when update is made by caller on incident

Kaustubh k · ‎04-25-2023

Hi All,

We have created a custom field in incident form u_user_comments_received

which is checked on condition: current.sys_updated_by == current.caller_id.user_name and business rule triggers when state is on hold and on hold reason is awaiting caller.

The BR runs and checks the checkbox when condition matches but when we change to other state on incident form the check box is always true.

The check box should only be true when condition matches and false when there is no match.

please let us know for any suggestions on the same.

Regards

Karan

Ankit Rawat · ‎04-25-2023

Hi @Kaustubh k ,

Create a Before Update business rule. And in Filter Condition add State Changes.

Then in advance-

if (current.state == <on Hold backend value> && current.sys_updated_by == current.caller_id.user_name) {
current.u_user_comments_received = true;
}
else{
current.u_user_comments_received = false;
}

Please mark helpful and accept my solution if it is helpful.

Regards

Ankit

View solution in original post

Kaustubh k · ‎04-26-2023

Hello Ankur,

Thanks for checking and replying

The check box turns to when condition matches, but it remains in the same state even when we change the conditions.

Hence styling to highlight the incident number is not working

Thanks

Karan