question Re: Run business rule when incident work notes updated in ITSM forum

Run business rule when incident work notes updated

eliasdimopoulos — Tue, 28 Nov 2023 00:34:37 GMT

Is there a way to run a business rule when the work notes or customer notes are updated on an incident

Re: Run business rule when incident work notes updated

Tony Chatfield1 — Tue, 28 Nov 2023 01:32:43 GMT

Hi, have you tried conditions of current.work_notes.changes() || current.comments.changes()
You can also build same conditions in the filter builder.

Re: Run business rule when incident work notes updated

AnveshKumar M — Tue, 28 Nov 2023 01:39:14 GMT

Hi @eliasdimopoulos

Yes you can use a filter like Worknotes :: Changes in the When to Run Section Condition builder. See the screen snip below.

Please mark my answer helpful and accept as a solution if it helped 👍✅

Re: Run business rule when incident work notes updated

eliasdimopoulos — Tue, 28 Nov 2023 02:23:20 GMT

Thanks AnveshKumar

I can only seem to get this working if i also save the incident before exiting the ticket.

Is there a way to trigger the BR without saving the ticket after adding work notes

Re: Run business rule when incident work notes updated

Tony Chatfield1 — Tue, 28 Nov 2023 03:01:45 GMT

Hi, if you are using the 'POST' button, then I understand that this doesn't update the task but rather inserts journal entries directly and while work_note,comment sysevents are triggered for the journal 'updates' as the task is not saved BR's for the task are not triggered.

Re: Run business rule when incident work notes updated

AnveshKumar M — Tue, 28 Nov 2023 06:45:52 GMT

@eliasdimopoulos

@Tony Chatfield1 Answered it.

Re: Run business rule when incident work notes updated

AakashP62774506 — Fri, 20 Dec 2024 09:47:43 GMT

@AnveshKumar M similarly how to trigger the BR when there is an update in the activity section within the ticket? Like the received email is updated in the ticket activity section, so on this how to trigger a BR. Any suggestions on this please.