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10-27-2014 11:21 AM
I am currently trying to make it so when a user adds a comment to their incident in self serve view that it will update the incident state. I have an incident state that is custom (10) and it's need more information. When the user replies to email, I have that working fine and changes it to the work in progress (2) but I can't seem to get this to work when it comes to commenting through the self serve portal as it seems users do not have write access to the state field. If that's the case, why does it work in one area and not the other? My business rule I have in place (but doesn't work) is a "before" and "Update":
Condition: current.state == '10' && current.comments.changes() && gs.getUserID() == current.caller_id
Script is:
current.state == 2;
current.update();
Anyone see something that jumps out that them as being incorrect?
Solved! Go to Solution.
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10-29-2014 05:00 AM
So I did get a solution from HI, it wasn't a conflict at all but an issue with the syntax. Here is the answer from HI:
I'll help you resolve this issue. Please change line 1 of the Business Rule "State to WIP if Requester Adds Comments"
from
current.state == 2
to
current.state = 2;
'Double equal signs' test for equality and a 'single equal sign' is used to assign a value.
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10-27-2014 12:09 PM
That's a client script. It won't run unless in a browser, so, no.
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10-27-2014 12:26 PM
Yeah, I got nothing. It should work, and it does in a demo instance. I'd open a ticket with HI and get their opinion.
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10-27-2014 12:29 PM
I thank you for your help. To HI I go.
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10-29-2014 05:00 AM
So I did get a solution from HI, it wasn't a conflict at all but an issue with the syntax. Here is the answer from HI:
I'll help you resolve this issue. Please change line 1 of the Business Rule "State to WIP if Requester Adds Comments"
from
current.state == 2
to
current.state = 2;
'Double equal signs' test for equality and a 'single equal sign' is used to assign a value.