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09-13-2022 04:31 PM
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!
Solved! Go to Solution.
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Incident Management
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Service Desk
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09-22-2022 12:22 PM
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!
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09-13-2022 07:16 PM
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.
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09-13-2022 08:48 PM
Hello
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
If you want to can create a BR as shown below:
Please mark my respsone as helpful/correct, if it answer your question.
Thanks
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09-14-2022 04:15 AM
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.
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09-14-2022 11:35 PM
Hello
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