Creating a flow that updates the State when a user comments on their INC via the Service Portal?

[cdavis22]

Hi, 

I am not sure how to move forward with creating this flow that changes the state when the additional comments are updated via the service portal. I currently have a BR that works most of the time but a few seem to slip through so I was hoping a flow would be the answer to my problem but I am stuck at a standstill. 

I'm assuming that I need to create a flow action & add it to the main flow????....... but I am not sure what the inputs should be since my instance does not have a "reference type" & it is also not giving me the option to select "updated by caller" in the regular flow. I figured I could create a flow simply by checking if a user updated the additional comments of their assigned ticket via the service portal (not by replying via email) & the incident state will change to choice #9 = Follow up but it is not that simple for me (or I'm overcomplicating things). Hoping for some assistance! 

Flow:

BR: This works but some incidents seem to slip through the cracks.

Advanced:

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

   // Check if there's a new comment added by the caller

   if (current.comments.changes() && current.sys_updated_by == current.caller_id.user_name) {

      current.state = 9;  // Follow Up.

      current.update();  // This saves the changes made to the 'current' record

   }

})(current, previous);

[Maik Skoddow]

Hi @cdavis22 

instead of choosing another tool, you should invest more time to find out why your business rule is not working sometimes.

Maik

[cdavis22]

Hi!!

Well this is actually the second time this has happened so that's why I'm considering a flow possibly but I agree.