Case Activity Log getting updated Multiple times

[Ram141]

Hi Team,

For me the activity log   updating multiple times Due to Business Rules which are running on case one was for Insert and other one was for Update.

Whenever a record was Inserted one update was logging and after that at the time of after SLA attached to the case it was logging the activity log 2nd time,also whenever priority changes on the form the Activity log was getting updated twice, one Update was for Priority change and the other one was for Due Date Change (Whenever Priority changes Due date also will change).

We Can't Drop the BR's, as there were dependencies on the BR"s.

Can Anyone Suggest Any other Way to Resolve this Scenario.

Thanks,

Raj

[Gaurav Bajaj]

Hi,

Can you check if you have setForceUpdate(true); in any of your BR running on this table.

This can upadte the field forcefully, thus updating the activity logs as well.

Thanks

Gaurav

[Ram141]

Hi Gaurav,

There was nothing like setForceUpdate(true) on the BR's.

Insert BR:

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

// Add your code here

var sla = new GlideRecord('task_sla');

sla.addQuery('task', current.getUniqueValue());

sla.addQuery('active',"true");

sla.addQuery('sla.u_fixed', "true");

sla.orderByDesc('planned_end_time');

sla.query();

if(sla.next())

{

current.due_date = sla.planned_end_time;

current.autoSysFields(false);

//current.setWorkflow(false);

current.update();

}

})(current, previous);

Update BR:

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

//gs.addInfoMessage("isnide BR for due date chnage");

// Add your code here

var sla = new GlideRecord('task_sla');

sla.addQuery('task', current.getUniqueValue());

sla.addQuery('active',"true");

sla.addQuery('sla.u_fixed', "true");

sla.orderByDesc('planned_end_time');

sla.query();

if(sla.next())

{

current.due_date = sla.planned_end_time;

current.update();

}

})(current, previous);

[Gaurav Bajaj]

Hi Raj,

Instead of using current.update in both insert and update BR, please query the incident table and update the due date field.

Never use current.update in a Business Rule

You can try the below script.

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

var sla = new GlideRecord('task_sla');

sla.addQuery('task', current.getUniqueValue());

sla.addQuery('active',"true");

sla.addQuery('sla.u_fixed', "true");

sla.orderByDesc('planned_end_time');

sla.query();

if(sla.next())

{

var inc = new GlideRecord('incident');

inc.get('sys_id',current.sys_id);

inc.due_date= sla.planned_end_time;

      inc.autoSysFields(false);

      inc.setWorkflow(false);

inc.update();

}

})(current, previous);

I was wondering why do you have two different BR while you can do both operations in one itself.

Thanks

Gaurav

PS: Please mark the response correct/helpful based on the impact.