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.
Hello,
Do the following:-
keep the when to before update as below
And update the actions to below:-
i checked on my instance working perfectly fine for me
Please mark my answer as correct based on Impact.
Hello,
Below is the when to run condition:-
And below is the actions:-
Please mark my answer as correct based on Impact.
