Hi Guys,
Am new in ServiceNow Implementation. I realize that whenever argent added the additional comments, the state need to be manually change to On Hold ,On hold reason: awaiting caller.
I have created a business rule as below:
When
additional comments :changes
State is New or In Progress
Assignment Group: Servicedesk Team
Actions
Set field value State to "On hold
On Hold reason :Awaiting Caller
Thing to be achieved: Whenever Argent add comments, the State will automatic change to State On Hold , Reason Awaiting Caller.
Thank you in Advance !
Hi @Yee Man Chun ,
Use create after business rule and check Update on When to run Tab. use below script
Script:
(function executeRule(current, previous /*null when async*/) {
current.state='3'; //on hold backend value out of the Box On hold state value is 3
current.hold_reason='1'; //hold reason backned value. out of the Box Awaiting Caller hold resoan is 3
current.update();
})(current, previous);Refer below screenshots.
This is the output after i reply from the incident
Hi,
here is the BR we use.
hello,
Your logic is correct waht you have done in your BR. You have just missed one thing you need to check the advance checkbox
And then select the when as after and check the insert and update checkbox
Please mark answer correct/helpful based on Impact.
