When user from Watch list add additional comments state should change to WIP

[iztgokul]

Hi Team,

We have a Business Rule that changes the HR Case state from Suspended to Work in Progress (WIP).

Currently, the Business Rule runs when:

• The State is Suspended

• The Opened for or Subject person is Dynamic – Me

• Additional comments field changes

This works fine for our current use case.

Now, we have a new requirement:
If any user from the Watch list adds Additional Comments while the case is in the Suspended state, the case should automatically move to Work in Progress.

However, if an HR Agent adds additional comments, the state should not change.

Since we can’t use the condition “Additional comments changes” directly on the Business Rule (because it triggers irrespective of who made the comment), how can we configure or script this logic properly?

Thanks,

Gokul

[Ankur Bawiskar]

@iztgokul 

what's your actual business requirement?

earlier logic is working fine, now you just want to add 2 extra things

simply check these 2 things in filter condition

then use this script to further check

-> if logged in user is opened for OR logged in user is subject person OR logged in user is present in watch list AND Assigned to != Logged In user

(function executeRule(current, previous /*null when async*/) {
    var openedFor = current.opened_for;
    var subjectPerson = current.subject_person;
    var loggedInUser = gs.getUserID();
    var assignedToUser = current.assigned_to;
    var watchListUsers = current.watch_list ? current.watch_list.toString().split(',') : [];

    // Check if the logged-in user is opened_for, subject_person, or in the watch_list, and not assigned_to
    if ((openedFor == loggedInUser || subjectPerson == loggedInUser || watchListUsers.indexOf(loggedInUser) > -1) && assignedToUser != loggedInUser) {
        current.state = 'work_in_progress'; // Use your correct state value
    }
})(current, previous);

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