ReOpen ticket condition in business rule

Shivani29 · ‎11-27-2023

Hi All,

I I created a custom table Service Request (u_service_request) and need to clear some fields value when user reopens it the ticket. I am writing a business rule and need a help to write condition where I can check if the ticket is reopened. I checked the business rule created for incident table and the condition mentioned is : new Incident(current).hasReopened();

But I am unable to modify it as per my requirement.

Thanks in Advance

Shivani

Prince Arora · ‎11-27-2023

@Shivani29

Instead of modifying existing Business rule

Please create your own separate business rule, before - update, there is a field on incident table "reopen_count", you can add a condition on that

When to run -> "incident_count" changes and you can update/clear the fields in the advance section of business rule

If my answer solved your issue, please mark my answer as ✅ Correct & 👍Helpful based on the Impact.

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Shivani29 · ‎11-27-2023

Hi Prince,

Thanks for your response. I followed the same and created BR (User is opening the ticket from Service Portal.) and calculated reopen count. All working.

Regards,

Shivani