Update number in incident audit history

[Sandhya Karutu1]

Hi Team,

Why is the update number 1 missing in one of the incident for the assignment group changes. While this works fine in another assignment group.

Thanks,

Sandhya

[Sandhya Karutu1]

attaching the screenshots

[Valor1]

This is likely because an update is occuring in a business rule somewhere, and .setWorkflow(false) is also being called.

When you use the .setWorkflow(false) command during an update, it does not capture the audit history (which is why you should never use that method).

[Sandhya Karutu1]

But this is not occuring for all the incidents? some of them are working fine and tracking the update number correctly

[User179407]

'Update number' increments every time the Incident is updated (maybe one field or multiple fields).

so for eg in Update 1 - Assignment group is updated

Update 2 - Assigned to is updated

Update 3 Assignment group and Assigned to is updated

so when you filter   label=Assignment group will show 2 records with update counter as 1 and 3

Hope this helps to understand.

Suraj Chauhan