worknotes not updating via business rule

[ronaldanand]

Hi All

When ever the User get inactive i want to update the incident worknotes please reassign the ticket to some one.

I used follwing business rule in SYS_USER table and AFTER / UPDATE condtion.

But i not able update the worknots. Please some one help me to fix this issue.

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

var rec=new GlideRecord('incident');
rec.addQuery('assigned_to',current.sys_id);
rec.addQuery('active',true);  
rec.addQuery('state','!=',6);   /
rec.query();
while(rec.next()){
     rec.assigned_to = '';
     rec.work_notes = "Manual Worknotes";
  rec.setWorkflow(false);  
  rec.autoSysFields(false);      rec.update();
 
}
   
})(current, previous);

[ronaldanand]

Done .. But no luck

[AbhishekGardade]

Have you tried with Before Business rule ? Why are you doing?

 rec.setWorkflow(false);  
 rec.autoSysFields(false)

[Samhitha]

This worked like charm!! rec['work_notes'].setJournalEntry("Manual Worknotes");

[Ashutosh Munot1 · Accepted solution]

HI,

So when we write a setWorkflow(false) it will not update the journal entry table and audit tables. Because no business rule will run and then hence worknotes will not get updated in activity log and in respective tables.

Thanks,
Ashutosh

[ronaldanand]

AFTER removing  

rec.setWorkflow(false);  
rec.autoSysFields(false);      this comments , its working fine

Thanks