In Incident form the worknotes is getting copied when state is changed from in progress to resolved

[Mr_Avinash]

Hi All,

When  incident state is in progress then i put some worknotes(example;abcdefgh) then when i change the state to resolved(this is without doing page refresh,because when i refresh the page the issue is not coming) then the same work notes abcdefgh is getting copied in worknotes

Thanks in advance

[Ashutosh Munot1]

HI,

You will have to write a client script to clear work-notes field when state changes. Because Work note field will hold the value.

Thanks,

Ashutosh

[martinjose · Accepted solution]

Ideally you have to check your on Change client script on Incident when State changes or State changes to Resolved. You should have something like 'g_form.setValue('work_notes',****);' which must be causing the issue. Since onload it is not happening it should not be a Onload client script or business rule that is doing this. This is under the assumption that you are just changing the state in drop down and not saving the form.

[Mr_Avinash]

Yes it is not happening when the form is saved after state change..there is no client script as such..but now im writing one to clear value

[asifnoor]

Hi,

there is 1 client script "Copy Closure info to Work Notes", which copies the worknotes into close notes whenever a state changes. Just check if that is causing the issue.