Hi Rocky,
I see the code is not aligned as per the best practice i.e In an "after" Business Rule current.update() should also not be used. Any action that might be performed in an After Business Rule can usually have been added in a high ordered Before Business Rule, eliminating any need for an explicit update() function call. In addition, updating in an After Business Rule will cause all Before Business Rules to run again, which, as mentioned previously could cause performance processing issues.
https://hi.service-now.com/kb_view.do?sysparm_article=KB0715782
Updated code below. Please make sure to give the order number highest in the BR that you have created.
var contactType = '';
if(current.opened_by == current.request.requested_for){
contactType = 'self-service';
}
else{
contactType = 'phone';
}
current.contact_type = contactType;
current.setWorkflow(false);
current.update();
// query request table and update for it as well
var req = new GlideRecord('sc_request');
req.get(current.request);
req.contact_type = contactType;
req.update();
- Pradeep Sharma
