Escalate case and change Priority Business Rule

Asosa
Tera Contributor

‎07-28-2023 12:31 PM

Hello there!
I am working with CSM, and I activate the UI action in the workspace for "Escalate a case".

I need that when this happens, the case will change to priority "2".


(I have 3 case types for which cases can be created, that's why the tables are specified in the code below)

I did the following script in a  Business rule pointed to the "sn_customerservice_escalation" table , but it doesn't seem to work:

 

(function executeRule(current, previous) {
  // Verificar si la acción se ejecuta desde el workspace
  if (gs.isInteractive()) {
    // Obtener el caso que se está escalando
    var caseId = current.getValue('number');

    // Verificar el tipo de caso y actualizar la prioridad a "2"
    var caseType = current.getValue('case_type');
    if (caseType == 'x_1064852_schedule_meeting' || caseType == 'x_1064852_it_manag_it_management' || caseType == 'x_1064852_exam_tak_exam_taking') {
      current.setValue('priority', '2');
    }
  }
})(current, previous);

 

Any help is welcome, thanks!

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Bert_c1
Kilo Patron

‎07-28-2023 02:00 PM

Hi Asosa,

 

I don't see a field named 'case_type' defined on either the sn_customerservice_escalation or sn_customerservice_case tables. That is one problem. Add:

 

gs.addInfoMessage("Case type = " + current.case_type);

 

to your script before the "if" statement and test. See what displays on the webpage when you save a sn_customerservice_escalation record.

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