Change "needs attention" flag on Case form to true whenever any non-assigned user updates the form?

[Jake McC]

Hello,

I was hoping someone would be able to advise as to the best approach to take in order to automate a change to the the "needs attention" field on any Case record to being true whenever any user who is not currently assigned to the record updates any field on said record.

I am currently assuming that an after update business rule would be the go-to solution, unless anyone has any advice as to a better way to do this?

Many thanks

[Misgana D Dauro · Accepted solution]

Hello @Jake McC 

An OOB flow "Set Needs Attention if additional comments are added by others" already exists when you install the 

Case Action Status plugin. The flow sets the Needs Attention flag to true when someone other than the assignee adds a comment to a case.  You can modify the flow to check for the fields that can be changed.

*No need to install the plugin you already did.

if my answer has helped with your question, please mark my answer as an accepted solution and give a thumbs up.

Kind regards

Misgana D.

[AnveshKumar M]

Hi @Jake McC ,

It's better to use before BR and set the value to true it will save a DB transaction and no need to use current.update().

[Sandeep Rajput]

@Jake McC Create an onBefore Update BR, in condition field check if current.sys_updated_by!=gs.getUserName();

in the script filed set needs attention field to true.