Field Watcher not showing what changed field, what next?

[Brian Bouchard]

When I cancel a REQ, I am setting the request_state field to closed_cancelled, but after I cancel, when the form reloads, the field is set to closed_incomplete.  I added the request_state field to the field watcher and ran through this process and it shows me 1 script that updated the field from in_process to closed cancelled, but is not showing me what changed it from closed_cancelled to closed_incomplete.

Attached is a screenshot of the form with the field watcher enabled & the audit history for the same record/field.

Field Audit History:

How do I determine what is causing the field value to change if the reason is not showing up in the field watcher?

[Brad Bowman · Accepted solution]

This isn't out of box behavior, so you can focus on business rules and scripts created/updated by your users/since implementation.  I would start with the client script - does it call a script include? I think Field Watcher doesn't pick it up if the thing that changes the field is in a script called by another script or BR. Keep in mind as you're reviewing BRs and scripts that the affected field could also be State, then the OOB BR that keeps State and Request state in sync is triggering.  Also, the BR could be running on the Task table.  When in doubt, temporarily inactivate a script or business rule and re-test.

[Brian Bouchard]

Thanks Brad!  It took awhile, but I finally found the issue. When the REQ is cancelled, it subsequently cancels all the RITMS underneath it.  There was a BR on the sc_req_item table that was updating the request_state on the parent REQ. So, I had an update kicking off a process that subsequently updated the same record. 😞

At any rate, I'll untangle the rest of this mess and get it working appropriately now that I can see what's happening.

Thanks for your guidance!