Sc task State change on additional comments

[anvitha ash]

Hi,

When the SC-Task state is pending, and when user updates additional comments then the state should automatically change to work in progress

Also when user updates additional comments from email reply it should change the state

[SatyakiBose]

Hello @anvitha ash 

For the 1st part where the user adds a comment manually, you can write a UI policy or client script, when the comment field is updated.

For the second, you need to write an inbound email action to change the state of the task, add the body of the email in the comments section.

[anvitha ash]

Hello @SatyakiBose ,

Thanks for sharing your expertise

Do we have OOB functionality for SC Task like we have for incident (when additional comments added state will automatically change in incident)

[SatyakiBose]

As fas as I know, sc_task is only to be worked by a group.

End user will not have visibility to the task.

Also, in most use cases, sc_task records are not replied via email, therefore there is no inbound email action defined.

Going with that same definition, the task is accessed only by the assignment group, so that state transition is also maintained by the assigned person. Therefore no ui policy or client script is designed for state transition when comments are added to sc_task.

However, you have the flexibility to change this as per your business requirement.

[Sonu Parab]

Hi @anvitha ash ,
Create on After update BR on sc_task table.

Set condition as State is Pending AND additional Comment Changes.

 And for second scenario when user update additional comment from email and if the SC task state is Pending then this BR will be work.

Hope this helps you.