Update resolution Notes on Incident form based on solution

Rutuja K · ‎02-10-2024

Hi,

There are 2 field on INC form, 1 solution, 2. Resolution Notes(Mandatory)

I am confused how to configure below scenario,

If solution is empty and Resolution Notes is updated, I want to set solution = Resolution Notes.

If solution is not empty and Resolution Notes is updated, set Solution = Solution + Resolution Notes.

And Vice versa i.e.

If Resolution Notes is empty and Solution is updated, I want to set Resolution Notes = Resolution Notes.

If Resolution Notes is not empty and Solution is updated, set Resolution Notes = Solution + Resolution Notes.

Thank You!

Sanjeeva Reddy1 · ‎02-14-2024

Hi Rutuja,

I tried with below code and it looks fine to me. You can create a Business Rule.

When: after

Update: True

Script:

(function executeRule(current, previous /*null when async*/ ) {

if (current.u_solution.isEmpty() && current.close_notes.changes()) {

current.u_solution = current.close_notes;

} else if (!current.u_solution.isEmpty() && current.close_notes.changes()) {

current.u_solution = current.u_solution + ' ' + current.close_notes;

} else if (current.close_notes.isEmpty() && current.u_solution.changes()) {

current.close_notes = current.u_solution;

} else {

current.close_notes = current.close_notes + ' ' + current.u_solution;

}

current.update();

})(current, previous);

I just want to check with you on below:

----------

If Resolution Notes is empty and Solution is updated, I want to set Resolution Notes = Resolution Notes. ---> Why do you need to set Resolution Notes again since Resolution Notes is empty?

----------

If the answer has helped you, please mark the answer as correct/helpful.

Regards,

Sanjeeva.Y.Reddy.

View solution in original post

Danish Bhairag2 · ‎02-10-2024

Hi @Rutuja K ,

When u want this to happen?

Like when some1 clicks on Resolve button that time?

Thanks,

Danish

Rutuja K · ‎02-10-2024

Whenever someone update any of Solution or Resolution Notes field.

Danish Bhairag2 · ‎02-10-2024

Hi @Rutuja K ,

U can create a after Update BR with condition as Resolution notes changes or solution changes.

N try below script

current.solution = current.solution + " " + current.resolution_notes;

current.resolution_notes = current.resolution_notes +" " + current.solution;

Thanks,

Danish

Sohail Khilji · ‎02-10-2024

Hi @Rutuja K,

You can do this with after update business rule , did you start with the script ? were are you struck ?

☑️ Please mark responses as HELPFUL or ACCEPT SOLUTION to assist future users in finding the right solution....

LinkedIn - Lets Connect