Reopen count business rule is not getting triggered.

[PriyanshuVerma1]

I have switched back to oob "Reopen Count" business rule, but the business rule is not getting triggered. I checked script tracer to validate whether the business rule ran or not. In our other sub-prod instance where we have custom Reopen count business rule, it is working fine. We want to switch back to oob one where all the three states resolved closed and canceled are considered

[Sandeep Rajput]

@PriyanshuVerma1 Did you check if the Reopen Count business rule is active on your instance. Also, according to the condition field on Reopen Count BR, 

current.isValidField('reopen_count') && new Incident(current).hasReopened()

The record should have OOTB reopen_count field and the current record has actually been reopened.

Hope this helps.

[PriyanshuVerma1]

current.isValidField('u_reopen_count') && new Incident(current).hasReopened()

There is a custom u_reopen_field being used, so i used that field in our business rule. But it is not working.

But i had a workaround I used custom script that goes as :

(current.state!='6' && current.state!='7' && current.state!='8' )&& (previous.state == '6' || previous.state=='7' || previous.state=='8')

 This works for us. But Not able to figure out why oob script is not working. Is it compulsory to use oob reopen_field only?

[Sandeep Rajput]

@PriyanshuVerma1 

Can you use the following in the gs.info inside your business rule and let me know what values are printed.

gs.info('current.isValidField('u_reopen_count') '+current.isValidField('u_reopen_count') ;
gs.info(' new Incident(current).hasReopened()' +new Incident(current).hasReopened());

If any of the above logs return false, then it might be the reason why the BR is not running.