Escalations on cases

[Luke James]

Hi All,

I have a requirement when an escalation is related to a case and that case is related to an incident and the escalation moves to an approved state, it updates the related incident to the cases work notes. How can I do this?

Kind Regards,

Luke

[Sandeep Rajput]

@Luke James You need to write a onBefore update business rule on case table with a condition state changes to approved 

In the script, GlideRecord the related incident and set the worknote on it.

[Luke James]

Hi @Sandeep Rajput,

So this would be on the condition when the escalation.state changes to approved?

Kind Regards,

Luke

[Sandeep Rajput]

Yes

[Luke James]

Thanks for your help @Sandeep Rajput . Another question, how would I update the work notes on the related Incident? The work notes also need to built up on information from fields on the case and escalation fields.