I want to add a info message (Please fill the time worked before updating the ticket) and abort the

[mania]

Hi,

1.When agent opens the incident, time should not start automatically.- I have did this glide.ui.timer.started is false then it is stopped running automatically.

2.when anyone should be able to manually start the timer and the timer starts. If the user/agent is updating the ticket, and the time worked is 00:00:00, add a info message (Please fill the time worked before updating the ticket) and abort the action. - I have tried BR rule but that is not triggering to Incident form.

Can anyone help on this code. It will be helpful.

Thanks in Advance!

[Amit Verma]

Hi @mania 

Instead of using Script, you can do it via Actions. Refer below snip and try to configure your business rule like to see if it works as expected. Remember to uncheck Advanced checkbox :

Thanks & Regards

Amit Verma

[Sonam_Tiwari]

Yes, no need of script actually.

[mania]

@Sonam_Tiwari @Amit Verma 

I have tried with script and without script but its creating duplicate records. How to resolve this issue. can anyone please help.

Thanks!

Mania

[Amit Verma]

Please check that you don't have any other business rule with the same set of actions. Also, check if the business rule is not getting called twice.

Also, you can run the Business rule debugger to check what is actually happening.

One more observation, I can see 2 incidents with the same incident number. Is it expected ?

[mania]

@Amit Verma 

After creating that business rules only it showing duplicates with the same number.

I have verified remaining BRS but not found any.

Thanks!

Mania