Case to incident work_notes

[M_iA]

We use the case management module in our business and we have users that have the case agent roles, but dont have ITIL.

From cases, we create related incidents where something is broken and those are assigned to our engineers who fix the issues.

We have business rules set up that copy additional comments and work notes from the case to the incident.

However, there are some circumstances where an agent who doesnt have ITIL will add a work note and because they dont have ITIL, the BR to copy the work note across doesnt write as they dont have the permission to do so.

What would you suggest as best way forward to resolve this and allow those non ITIL users to be able to add work_notes which copy across?

[Robbie · Accepted solution]

Hi @M_iA,

Thanks for sharing. Based on the conversation below, I would not setWorkflow(false).

Can you share 'when' the Business Rule runs. Is it a before or after? I would actually run this as Async for numerous reason, not least because when running as async it not only prevents holding the current users session, but it will also be processed by a different thread handled by the system user.

Can you set the 'When' field under the 'When to run' tab of the Business Rule to Async and confirm please.

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.



Thanks, Robbie

[M_iA]

Setting this to Async worked and notes now copying across. Thanks @Robbie 

[Robbie]

Hi @M_iA,

Posting as a response to the original question so this is not lost in the thread.

Thanks for sharing for Business Rule. Based on the conversation below, I would not setWorkflow(false).

Can you confirm 'when' the Business Rule runs. Is it a before or after? I would actually run this as Async for numerous reasons, not least because when running as async it not only prevents holding the current users session, but it will also be processed by a different thread handled by the system user.

Can you set the 'When' field under the 'When to run' tab of the Business Rule to Async and confirm please.

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.



Thanks, Robbie

[Robbie]

Hi @M_iA,

Posting as a response to the original question so this is not lost in the thread.

Thanks for sharing for Business Rule. Based on the conversation below, I would not setWorkflow(false).

Can you confirm 'when' the Business Rule runs. Is it a before or after? I would actually run this as Async for numerous reasons, not least because when running as async it not only prevents holding the current users session, but it will also be processed by a different thread handled by the system user.

Can you set the 'When' field under the 'When to run' tab of the Business Rule to Async and confirm please.

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.



Thanks, Robbie