"Comment cannot be viewed by technicians until work begins on the Requested Item"

[adamrauh]

I'm getting the above exception whenever I try to use my checkout cart:

"Comment cannot be viewed by technicians until work begins on the Requested Item"

I'm using a default workflow, so i'm not sure why this is showing and I'd prefer it not to so as not so spook the users.

Any ideas?

[jesjuar]

Hi Adam,

That UI message is showed by a Business Rule on the sc_req_item called "sc_req_item comment events":

gs.eventQueue("sc_req_item.commented", current, gs.getUserID(), gs.getUserName());

queueAssigneeEvent();



function queueAssigneeEvent() {

   var assigneeArr = [];

   var assignGroupArr = [];

   //Query for non-pending sc_task records

   var catTsk = new GlideRecord('sc_task');

   catTsk.addQuery('request_item', current.sys_id);

   catTsk.addQuery('state', '!=', -5);

   catTsk.query();

   if (!catTsk.hasNext()) {

           gs.addInfoMessage(gs.getMessage('Comment cannot be viewed by technicians until work begins on the Requested Item'));

           return;

   }

//...

You can just comment the line 13 or deactivate the BR if you do not need it.

Hope this helps!

Jesús Juárez

Silverstorm Solutions

[mikecao]

Please forgive me for the dumb question, but where would I actually comment this out?

Would I just comment out line 12 & 13 ??

gs.eventQueue("sc_req_item.commented", current, gs.getUserID(), gs.getUserName());
queueAssigneeEvent();

function queueAssigneeEvent() {
    var assigneeArr = [];
    var assignGroupArr = [];
    //Query for non-pending sc_task records
    var catTsk = new GlideRecord('sc_task');
    catTsk.addQuery('request_item', current.sys_id);
    catTsk.addQuery('state', '!=', -5);
    catTsk.query();
    //if (!catTsk.hasNext()) {
          //gs.addInfoMessage(gs.getMessage('Comment cannot be viewed by technicians until work begins on the Requested Item'));
          return;
    }

[Alikutty A]

Mike,

Comment line 13 only, the one that starts with gs.addInfoMessage()'

Thanks

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