Update work notes once SMS and Email is sent via the communicate tab in the View Workbench

[Arijit Saikia]

Hi,

I have a requirement to update work notes on the incident record once SMS and Email is sent via the communicate tab in the View Workbench. Please advice the best way to achieve this.

[Rao Vamshi]

Hi @Arijit Saikia 

You can use business rule which will trigger when an SMS or Email is sent, this will also update the work notes field on the incident record.

Create a new BR and set the table to "Incident", then, set the conditions for the BR to trigger when an SMS or Email is sent via the communicate tab in the View Workbench.

Next, add an action to the BR to update the work notes field on the incident record. You can use the "current" variable to reference the current incident record and update the work notes field with the appropriate message.

Finally, activate the BR and test it to ensure that it is working as expected. This should allow you to automatically update the work notes field on the incident record whenever an SMS or Email is sent via the communicate tab in the View Workbench.


Let me know if you any queries by accepting the solution.


Please mark helpful/correct, if your query is addressed and/or answered!


Thanks,
Vamshi

[Arijit Saikia]

Hi @Rao Vamshi 

Can you please advice what needs to be set as filter condition for the BR?

[Rao Vamshi · Accepted solution]

Hi @Arijit Saikia 

You can use the "current" variable to reference the current incident record and update the work notes field with the appropriate message.

To set the filter condition, you can use the "when" condition builder in the business rule.
This allows you to specify the conditions that need to be met for the business rule to trigger, you can use various operators and functions to build the condition, such as "equals", "contains", "starts with", and so on.

Once you have set the filter condition, you can add the appropriate actions to the business rule to perform the desired functionality, such as updating the work notes field on the incident record.


Let me know if you have any queries.


Please mark helpful/correct, if your query is addressed and/or answered!


Thanks,
Vamshi