Incrementing a Call Count

[Cupcake]

I have created a variable "Call counter" and another variable "Increment call" (which is a checbox), Here is my sceanrio:

1) Customer calls SD to have a ticket opened for an issue,

2) An hour later the customer calls back for a status, at this time the analysts checks the "increment call" button, the call counter starts at "0" and is suppose to increase each time the customer calls back.

3) So I need the call count value to be saved, I need the increment call option to be unchecked after the incident is updated, and I need the call counter value to increase by 1 the next time someone goes into that incident and clicks that increment call checkbox again.

Hope that makes sense.

Karen

[ahaz86]

Ok, I implemented this on the demo012 instance for incidents as well.

Make sure that your Call Counter field is an Integer

[ahaz86]

https://demo012.service-now.com/login.do

user: admin

pass: admin

take a look at this record

Check the Increment Call box and then save the record, you will see the value in call counter incremented.

Below is the code i used:

Business rule: Increment Call Count

Check the following boxes: Advanced, Update

Script

if(current.u_increment_call == true){

   var count = current.u_call_counter;

   current.u_call_counter = count + 1; // add one to the count

   current.u_increment_call = 'false'; // reset the count increment flag

}

Alex

[Cupcake]

Hi Alex, I am just getting to look at your message today. When i click on this record. I get an error: "Record not found"

[Cupcake]

I can't even seem to get to the demo

[ahaz86]

the instance gets wiped daily (i believe) check again now. I have re-implemented this. Here