Change the State of Incident to “In Progress” when user updates work notes

[Thirumal Reddy2]

Change the State of Incident to “In Progress” when user updates work notes

[oharel]

Who is the user? the caller? the assigned to? 

Anyway, below is an example. Change it to your needs (for instance, current.caller_id to current.assigned_to).

Create an "on before" and "update" business rule with a condition: work notes changes

Then, in the script, add:

if(gs.getUserID() == current.caller_id) {//or current.assigned_to, or just drop this, if it is any user

current.incident_state = <whatever number is the in progress state>;

}

harel

[Anubha Datey]

Hi Oharel,

I want to change the state only if worknotes are added through servicePortal and state should not change when worknotes are added through internal fulfiller portal.

Please help.

Best Regards,

Anubha 

[oharel]

I think there are two ways to achieve this:

Either change the widget form logic in the portal (check who's updating the form in the server script and change the state accordingly)

or

in the business rule, add the following in the condition field:

gs.action.getGlideURI().toString().indexOf("api/")  == 0

You have to test that, though, to make sure it is working as expected 🙂

harel