Hi ST,
Worknotes field is a journal. It tracks field changes differently.
You might be adding the worknotes through some inbound email action script and it directly goes into the activity log of the incident.
And the onchange client scripts cannot identify these changes.
If you write a onchange client script, whatever value you are typing, for each key stroke it triggers an onchange event. So it is not feasible to track changes while the user is on the form looking into the incident.
There is one way like using a setInterval method and invoking glideajax call to check for new activity log entries on server side, and popping up alert message. But it is not preferable.
However if your intention is to show the message on load of a form for assigned to user logged in user, you may use below approach.
Use a display business rule, and on server side check the incident state and check if the worknotes field changed, if it is a candidate for pop up. Populate the g_scratchpad object with a key value pair so that you can utilize it to display message on client side in onload client script and do necessary state changes as needed.
For example, in display business you may populate g_scratchpad.showPopUp = true or false.
And then in the on load client script, check the current state and showPopUP property value in g_scratchpad and then try to implement the logic as required.
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The best approach if it fits your business logic instead of above logic would be:
After receiving the customer response while processing the email, in the inbound email processing logic change the state of the incident to New state, and set the "Assigned to" field as empty.
If you already have existing logics which sends emails or notify on-call person about a new incident in group, they will come into play and notify analysts.
And then they can navigate to the incident form and action it as needed.
Thanks and regards,
Subrahmanyam Satti
