When a user closes incident, auto fill resolution code and resolution notes

maymunTesm · ‎10-31-2017

When a user chooses to close their incident from the portal, is it possible to make the resolution code and resolution notes be auto-filled with specific details? At the moment, the incident is just being resolved without either notes or code, which is not ideal when reporting

maymunTesm · ‎11-16-2017

Ended up doing this:

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

// Add your code here
gs.log("Test");
current.u_resolution_notes="No longer required - Incident set to Resolved by Customer";
current.update();

current.u_resolution_code = "Unresolved - Closed by Customer";
current.update();

})(current, previous);

View solution in original post

maymunTesm · ‎10-31-2017

Referring to a user with no roles

Jaspal Singh · ‎10-31-2017

Hi Maymun,

You can have an after business rule written when the state changes to Closed//resolved & set the resolution code & notes accordingly.

maymunTesm · ‎10-31-2017

Hi Jaspal, how would I specify the resolved by condition in the business rule?

maymunTesm · ‎10-31-2017

I think i'm trying to get something like this? but need to know what to put in the condition