Reopening RITM when comments changes

[Santhosh23]

we are having one business rules which will update ritm comments and work notes whenever additional comments or work notes changes in related tasks.

Now there is a business need to reopen resolved ritm whenever comments is added or updated.

I have created a business rules to reopen resolved ritm whenever additional comments or work notes changes which is working fine. can someone help me to add a restriction to execute new business rule "reopen resolved ritm" only if the user apply the comments manually in ritm page not when the comments copied from tasks. I have used gs.isInteractive() and gs.getSession().isInteractive() but nothing helps because the update by is showing the logged in user name. also I have added the current.setWorkFlow(false) in the BR which is copying comments. 

[shloke04 · Accepted solution]

Hi,

I think you have posted your query two time here in community. Now I get the context what you are trying to do the other question of your was not providing the use case.

Solution Proposed:

1) When Additional comments changes, you hae a BR which will re open the RITM. Ideally this should be only done by Requested for and no one else as per good process design.

And other point to note is on catalog task it will always be fulfiller working on the task and will never be worked on by Requested for I believe.

So in your BR which you are using to reopen the RITM put a additional check that whether the updated by was same as Requested for or not and Additional comment has changed or not. 

This should make both your BR work.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Santhosh23]

Yes but here any user who is having if they comments it has to reopen. Second thing it's should not reopen if it's copied via business rules.. Only it has to happen for manual operation

[Avi26]

Hi @Santhosh23  @shloke04 , good day.

We are facing similar kind of issue, we have a Business Rule to reopen a RITM which is in Resolved state if the Additional Comments changes. This is working fine if the comment is posted by the end user from Service Catalog, but when the comment is updated manually on the RITM page from the fulfiller view the state is not changing.

Please can you help me with the Business Rule you are using.

Thanks in Advance.