Status update calls

[diannemcintosh]

Does anyone log or count the number of times a user calls for a status update on a task? When there are 3 calls, raise the priority on that task.

[Karthiga S]

Hi @diannemcintosh 

Yes, you can achieve this in ServiceNow by creating a custom field to count the number of times a user calls for a status update on a task and then use a business rule to increase the priority when the count reaches 3. 

1. Create a custom field on the Task table:
- Navigate to System Definition > Tables.
- Search for the Task table and open it.
- Click on New to create a new field.
- Set the Type to Integer, and give it a Label and Name (e.g., "Status Update Calls").
- Submit the new field.

2. Create a Business Rule:
- Navigate to System Definition > Business Rules.
- Click on New to create a new business rule.
- Set the Table to Task, and give it a Name (e.g., "Increase Priority on 3 Status Calls").
- Set the When to run to "before" and Check the "insert" and "update" boxes.
- In the Advanced tab, write a script to increment the "Status Update Calls" field and increase the priority when it reaches 3.

(function executeRule(current, previous /*null when async*/) {
// Increment the count of status update calls
current.u_status_update_calls += 1;

// If the count reaches 3, increase the priority
if (current.u_status_update_calls == 3) {
// Assuming 1 is the highest priority
current.priority = 1;
}
})(current, previous);

3. Test the functionality:
- Create a new task and update it multiple times.
- Check if the priority increases when the "Status Update Calls" count reaches 3.

Please mark it Correct and Hit Like if you find this helpful!

Regards,

Karthiga

[diannemcintosh]

Thank you for your reply!