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);

[VigneshMC]

This is because of " rec.setWorkflow(false);  ", as this will prevent BR running which used to run because of this action.

BR needs to run to push the work notes update to the activity log

[ronaldanand]

Please brief more .. Am not clear

[VigneshMC]

ref this 

https://community.servicenow.com/community?id=community_question&sys_id=bc2c4365db9cdbc01dcaf3231f96...

[AbhishekGardade]

Try this: 

(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'].setJournalEntry("Manual Worknotes");
  rec.setWorkflow(false);  
  rec.autoSysFields(false);      rec.update();
 
}
   
})(current, previous);

Please mark as Correct Answer and Helpful, if applicable.
Thanks!
Abhishek Gardade
Hexaware Technologies