Unable to update the Assignee value on incident table and task table

[pavam]

 From the schedule Job i was trying to update the Assignee value and state Field values in the Incident and Task table 

with the below code.

I can successfully update assignee field with the below script , but state value is not getting update.

var t1= new GlideRecord('incident');

  t1.addQuery('assigned_to', username1);

  t1.addEncodedQuery(inctkts);

  t1.query();

  while(t1.next()){

if (t1.getRowCount() > 0) {

t1.setWorkflow(false);

t1.assigned_to=' ';

t1.state='1';

t1.update(); 

}

       } 

Can any one help on this to me.

Highly appreciated in advance for the help.

[sanasunilku]

Make sure you use the right value for state and remove the extra check. Set a valid user for assigned_to or leave it out.

var t1 = new GlideRecord('incident');
t1.addQuery('assigned_to', username1);
t1.addEncodedQuery(inctkts);
t1.query();

while (t1.next())

{
t1.setWorkflow(false);
t1.assigned_to = ''; 
t1.state = '1'; 
t1.update();
}

[pavam]

Hi Sanasunilku,

The code is working me in background script,

but when i am executing the same code through schedule job ,

t1.assigned_to = '';   is updating and 

t1.state = '1';   is not getting update.

so , i just want to know what other parameters are  effecting to my code.

Thankyou.

[pavam]

When i am hitting the above script in the background script it is working fine.

but when i am running the same script  through schedule job, 

Assigned_to  value is updating  and state='1' is not updating in the table.

[Robbie]

Hi @pavam,

Can you entertain me and adjust your script similar to mine (by targeting a single ticket) as a scheduled job and confirm the behavior please.

I've tested and confirmed this works as a Scheduled Job (Specifically a Scheduled Script) for an individual ticket.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[pavam]

Hi Robbie,

below is the code.

var t1 = new GlideRecord('incident');
t1.addQuery('assigned_to', username1);
t1.addEncodedQuery("numberSTARTSWITHINC^active=true^stateIN2,3,6");
t1.query();

while (t1.next())

{
t1.setWorkflow(false);
t1.assigned_to = '';
t1.state = '1';
t1.update();
}

you can add  "username1" any sys_id value from sys_user table.

what other parameters are effecting