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11-29-2024 06:04 AM
Hi all,
Just wondering if someone is able to help understand this script within business rule please
Thank you
Solved! Go to Solution.

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11-29-2024 06:23 AM
@ACripps This business rule checks of the reassignment count for the current record is equal to 2 if the condition evaluates to true then it prepares a work note with Escalated word added to Incident reassigned string. The worknote is essentially the same in both the cases, condition was checked to just add Escalated word for those records where is reassignment count is equal to 2.

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11-29-2024 06:50 AM
@ACripps Looks like there are multiple BRs on your instance which are adding these worknotes.
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11-29-2024 06:52 AM
@Sandeep Rajput Most probably yes, thank you 😊

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11-29-2024 06:53 AM
@ACripps Please don't forget to mark the response accepted solution if you find the another BR responsible for adding the duplicate worknotes.
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11-29-2024 06:33 AM
Just de-activated the BR and still experiencing duplicate work note entries

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11-29-2024 06:41 AM
@ACripps Looks like there are other business rule adding the worknotes. Please looks for those business rules and deactivate them.