Business rule

[thullurishalini]

How can I create a Business Rule to update incident state based on comments?

[VishaalRanS]

Hi   @thullurishalini 

To create a Business Rule in ServiceNow that updates the incident state based on comments, you can follow these steps:

1. Create a New Business Rule
2. Set Conditions ( This condition checks if comments have changed, if the current state is '10', and if the user adding the comment is the caller of the incident.)
3. Add Script ( sets the incident state to 'Work in Progress' when a comment is added )
4. Save your Business Rule and test it by adding a comment to an incident that meets your conditions.

Thanks, and Regards

Vishaal

Please mark this response as correct or helpful if it assisted you with your question.

[AndersBGS]

Hi @thullurishalini ,

Just create a business based on the condition:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders 

[Anantha27]

HI @thullurishalini 

You can use script in the business rule. In the advanced tab, hence, create the business rule on the basis of incident table.

You can use the following scipt

if(curent.comments.changes()){

current.incident_state='4';// set your own value to modify the state

}

Thank you