Issue with the background script

[Pooja Khatri]

I am trying to update my work notes from the background script for condition where impact is null and then impact is set to 5 but my worknotes are not getting updated 

Why is the Background script not working ?

Background Script : 

My work notes are not getting updatd with the below script

var gr = new GlideRecord('incident');
gr.addEncodedQuery('active=true^impact=NULL');

var text = 'See the following kb article for more info: ';
var url = '[code]<a href="' + 'https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867584' + '" target="_blank">' + 'Knowledge Article View - Employee Support Center' + '</a>[/code]';
gr.query();

while (gr.next()) {
if (gr.priority == '5') {
gr.impact = '5';
gr.urgency = '3';
gr.work_notes= text + url;
gr.setWorkflow(false);
gr.update();
}

}

[Anurag Tripathi]

Its working because you removed setWorkflow(false)

[swathisarang98]

Hi @Pooja Khatri ,

Use 'gr.work_notes.setJournalEntry(text + url);' instead of gr.work_notes= text + url; and i think there is a conflict between impact and priority because when impact is 3 and urgency is 3 you will get priority as 5 (planning) but here priority is 5 and you are setting impact as 5 it might be wrong please do check that aswell.

var gr = new GlideRecord('incident');
gr.addEncodedQuery('active=true^impact=NULL');

var text = 'See the following kb article for more info: ';
var url = '[code]<a href="' + 'https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867584' + '" target="_blank">' + 'Knowledge Article View - Employee Support Center' + '</a>[/code]';
gr.query();

while (gr.next()) {
if (gr.priority == '5') {
gr.impact = '3';
gr.urgency = '3';
gr.work_notes.setJournalEntry(text + url);
gr.update();
}

}

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang