state should not change to open when assigned to is empty

[Buddy 1]

Hi,

When dealer creates a case (state =new) when added an attachment , the state changes to open (as it assumes the attachment is reply from dealer). But the issue is that the assigned to is still empty ,, so the changes need not to be changed to open.

The case state should only be in new , till it is assigned to someone. Once the assigned to filled, the state of case can be Open.

How to resolve this?

Thanks in advance!

[shivangi k]

Hi @Buddy 1 ,

You can achieve this with the help of onChange client script. 

Please mark helpful and accept solution if it helped you.

Regards,

[priyasunku]

Hi @Buddy 1 

You can write Before update business rule and condition when state changes to open from new

current.assigned_to =='';

current.setAbortAction(true);

Please mark this as helpful  and accept solution if this solves the issue.

[Buddy 1]

Hi @priyasunku ,

As soon as dealer try to attach something , "added attachment " comment will be sent through additional comments. (it is assuming this as reply from dealer).

So , I want something like, --> it should not change the state value as per the comment changes in case.
How to achieve this?
Thanks in advance!

[priyasunku]

Hi @Buddy 1 

please try before business rule with the below conditions and code

This will stop the state chnage alone when assigned to is empty or comments changes.

in the script you can change the state value from 1 to your  open state value

If my answer solved your issue, please mark my answer as ✅Correct & 👍Helpful