Changing state field when category is selected

Lee Kraus2 · ‎09-13-2022

Hello,

My Service Desk agents are forgetting to change the state of a new ticket (as in State: New) to "In Progress" when initially working a ticket. I would like to have the state field automatically change to In Progress as soon as they select a category. I think this is similar to a "make this mandatory when this other field is updated" request, but I don't know how to code to make this happen. Can I get some help from someone much better with JavaScript?

Thank you!

Lee Kraus2 · ‎09-22-2022

So to clarify, this is definitely an odd request. I'm not sure that a Flow will work because a flow triggers on a save, which is not quite what I'm looking for, I'm looking for an immediate change of the State field when a Service is selected in that field. I am going to keep your suggestion on this though for other things I do need to work on so I appreciate you getting back to me with that.

I have already also created a BR that gets this done on a save should an agent forget to update the state, but that's not quite what my manager is looking for as a solution. Again, they want to have the State field change as soon as a Service is selected, and the only thing I can think of is a UI policy that I don't know how to write a script for. If anyone knows of any semi related documentation I can find (like how to make a field mandatory when another field is updated) that would be great!

View solution in original post

Uncle Rob · ‎09-13-2022

Flow Designer

Trigger: When Incident is updated and Category Changes AND State is not (disqualifying state(s))

1. Update Record (trigger record).
Set state to <whatever>.
Set worknotes to "<flow name> has changed the state to <whatever> because category was changed."

Zero scripting.

Mahendra RC · ‎09-13-2022

Hello @Lee Kraus

I believe this is a simple operation that needs to be done on your incident table. You can use the flow designer approach suggested by @Robert Fedoruk if you want. But since this is just an update on the incident record and creating a flow for this is a good practice or not I am not really sure. Because flow are ideally used when the record that is created needs to go through a particular process may be like creation of some task, requesting approval, waiting for some condition, lookup records etc. So when a flow is triggered an event is created and I have seen that if you a lot of events (around say 4k-5k) then the event for this flow will also be queued and will take some time to process and the update may get delayed.

If you want to can create a BR as shown below:

Please mark my respsone as helpful/correct, if it answer your question.

Thanks

Uncle Rob · ‎09-14-2022

Flow's utility is not intended nor restricted to multi-step / multi-task processes.
That much is clear from looking at OOB samples.

The only advantage Business Rules have is
1) Distinguishing between Before / After / Display
2) Being more easily searchable

Flow designer is superior & preferable in every other way.

Mahendra RC · ‎09-14-2022

Hello @Lee Kraus

If your question is answered then please close this thread/question by marking the appropriate response as helpful and correct.

If you still need any further help or guidance on this then please update those on this question.

Thanks