Business Rule not working on Agent Workspace
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09-24-2019 02:54 AM
Hi All,
I was working on the Agent Workspace and I have the following issue:
The Business rules for the Incidents to set status based on the next step is not working as expected.
The next step function is defined in the custom table. The values are fetched from BR and Script Include.
Expected Behavior:
As shown in the attachment 'IncidentForm' - When the State is New - Next Step field show choices based defined on the status flow. Attachment - 'StatusFlowDefinition'
Behavior on Agent Workspace:
As shown in the attachment 'AgentWorkspaceView' - Next step field is displaying all the choices.
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02-13-2025 04:24 AM
Hello,
we have something similar with the Project Workspace. Business rule was not running there and we have checked creating this property as true/false and setting it to true.
sn_pw.save_data_with_glide_record
It is published in this KB if you want more info: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1122212
I hope this works well.
