Change incident field style when comment is added

dp11 · ‎03-22-2016

Hi,

I am required to implement the following:

When a customer replies to an incident that is in a state of "Awaiting User Info", modify the color of the incident number to red.

So, I went to Field Styles and created a new style:

Table: Incident

Field: Number

Value: javascript: current.getValue('state') == '5' && current.comments.changes()

Style: background-color: red

The value of the state "Awaiting User Info" in our system is 5. But this does not work!

Can someone please tell me what I am doing wrong?

Thanks,

Debashree

ghsrikanth · ‎03-22-2016

Actually your requirement is little tricky, because once the customer updates the Awaiting user info state incident, then the incident number should be highlighted so that customer support can go to that incident fast.

I will advice you to think of a design, because field styles may not work for .changes()

in your requirement you want the hightlight to stay on incident till the customer support acts on.

In this case, define a new field like checkbox, and on the basis of the field keep the color on the number

That checkbox can be updated by a before business rule which triggers when state = Awaiting user info and customer updates the comments

The business rule will make the checkbox (name it like Need Attention) checked

Now define field styles on this field

This will server your requirement fine

Hopefully it helps

View solution in original post

Pradeep Sharma · ‎03-23-2016

Hi Debashree,

Changes made in before business rules are automatically saved when all before business rules are complete, and after business rules are best used for updating related, not current, objects.

dp11 · ‎03-24-2016

Got it. Thanks for clarifying!

stephane lemoin · ‎09-01-2022

however it is important that the comment come from the end user...not from the back end user*