Set watch list with business rule

petterbj_rgmo · ‎08-03-2016

Hello all,

We are on Helsinki and using inbound actions with the Service Desk Call plugin. In the inbound action I created I am adding a email address to the watch list on the Call form. When the Call type is set to request, I need the email address on the watch list to be added to the watch list on the request item. So basically I want the email address in the watch list to be added to the RITM when it is created. I have tried doing this with a business rule (after) that runs on insert and is run on the sc_req_item table. The code is as follows:

I cannot seem to figure out where I am going wrong. Any ideas?

Abhinay Erra · ‎08-03-2016

Here you go. Use this script. This should be a before business rule

var gr1= new GlideRecord("new_call");

gr1.addQuery("transferred_to",current.getValue("request"));

gr1.query();

if(gr1.next()){

current.watch_list=gr1.u_watch_list;

}

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petterbj_rgmo · ‎08-03-2016

Hello Abhinay.

Thank you for helping. Your script is unfortunately not working. I will add some screenshots of the business rule for reference.

petterbj_rgmo · ‎08-03-2016

Okei, so I added some logs. The code is now as follows:

I then created a Call, making it a request and ordering a request item. I checked the logs and the entry I got was as follows:

This means that the query is wrong and it does not enter the IF. But why?

Mihir Mohanta · ‎08-03-2016

Recheck the name of transferred_to field. If it is a custom field then its name should be like u_transferred_to.

Thanks,

Mihir

petterbj_rgmo · ‎08-03-2016

Actually the field is out of the box reference to the task table.

Mihir Mohanta · ‎08-04-2016

Can you check the transferred to field field contains REQ number or RITM number in this case ?

Thanks,

Mihir