Business Rule - Updating State value

[MStritt]

I'm trying to create a Business Rule on the Change Request table [sn_customerservice_change_request], where if a customer responds or adds a comment to a Change request from our Customer Portal, the Change Request State will change from 'Waiting on Customer' to 'Waiting on Support'. Below are screenshots of how I have it configured. I've tried multiple options (i.e. before to after, insert vs update). 

This is from the audit history of the Change Request. Where the label/field is Customer updated and it changes from No to Yes when the customer updates the CR.

Business Rule:

[James Chun · Accepted solution]

Hey @MStritt ,

When and/or how is the 'Customer updated' field being updated?

I have never seen this table before so I can't comment too much, but could it be that there is a BR that updates the 'Custom updated' field after your BR is executed? If so, changing the Order field of your BR should fix the issue. 

Please let me know how it goes!

Thanks

[MStritt]

Hi James,

The Customer updated field is getting updated when the customer updates a CR on our customer support portal. Table sn_customerservice_change_request extends the task table. The State field is actually showing on the task table. And u_customer_update is on the  sn_customerservice_case table. Which also extends the task table. 

could it be that there is a BR that updates the 'Custom updated' field after your BR is executed? If so, changing the Order field of your BR should fix the issue.

I'll check it out.

[MStritt]

I changed the Order field, and it seems to be working now. Thanks!