Hi, I have a task where I needed to create a certain field and it should be populated automatically by the system, just for failures, in the user record of the first supporter who handled the call. That is, the first assigned to that will be in trouble. I thought about doing this in busniess ruls but I don't know what the condition is, how do I know that my task is an error?
your query is not clear. can you break down your statements ?
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How do I make a field be populated automatically by the system, only for faults, in the user record of the first supporter who handled the call. That is, the assigned to as soon as there is a fault then the new field I created should be the first assigned to.
This is the field I created:
Now I have to make bussnies ruls that I don't know what to do in the condition and in the script
ok as per my understanding you want to populate the field with the person who first handelled the case.
to do so,
1.You can create a business rule on after insert and update.
2. The condition of when to run will be based on the incident creation critera > generally you can try:
Reassignment count is 0
state is new
assigned to is not empty.
3. in script section you got to set/check the conditions again as
previous.assigned_to is empty.
in advance script section you can gliderecord audit table (with sys_id record value) and assigned_to field and short it to get the first assigned to person to set the value in your field.
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