How to maintain the values of close_notes and close_code when the status of an incident record is reopened during processing from closed.

[N_Y_1014]

The values of close_notes and close_code are empty when the status of an incident record is reopened during processing from closed with administrative privileges.

I would like to know the function that is emptying the values of close_notes and close_code.

Thank you in advance.

[Joshton1]

Hey,

There is a OOB Business rule - Clear Resolve fields, which sets Resolution Notes and Resolution Code when the incident is reopened. There is a Script Include IncidentSNC which determines if the incident was reopened based on state values.

To maintain existing values need to customize based on the requirement. Like when to concatenate the resolution notes or when to clear them out.  

Hope this helps.

Thanks,

Joshton 

[sonali panda1]

Hi,

The OOb business rule - Clear Resolve fields is the script which clears the value 

[sonali panda1 · Accepted solution]

Hi,

The OOb business rule - Clear Resolve fields is the script which clears the value. You can enable the Debug Business rule and see which all scripts are running on that transaction. 

[N_Y_1014]

Thank you for your response to my question.

I was able to resolve the issue.
I will use the debugging function to check it next time.