Resolution Codes and Resolution Notes not Saving after business rule runs

[mtomc]

Hello!

I am working to setting a business rule that checks on update when a field is set to a specific subcategory, it will process a business rule to change the incident state, set the resolution code, set the resolution notes, and add time worked to the request. It will also fire an event to send an email to the caller.

The issue is that once the business rule is activated, everything works except the change of the incident state, and it shows in the activity stream that the resolution code/notes exist but when you save and refresh the incident, they disappear. I'm not sure why this is happening... I'm wondering on how to fix these last items.

Thanks!

[Ravi Chandra_K]

Hello @mtomc

Check if any on load client scripts or UI policies present on the table that are clearing those values.

Kind Regards,

Ravi.

[Amit Verma]

Hi @mtomc 

Can you please share the Business Rule config and script ?

Thanks and Regards

Amit Verma