Force adding comment when attaching a file

imrane · ‎08-03-2017

Hi everyone,

I used "Ticket Conversation" widget in the Ticket Form on Service Portal

It is all OOTB

When a user add an attachment to an Incident, no notification on ITIL user are triggered, nor Business Rule

Indeed, there is no filter condition of type : "Additionnal Attachement : changes" as the existing "Additionnal Comments : changes"

To find a workaround, I want to force user to add a comment to allow them to add an Attachement

So that, adding an Attachement will triggers Notifcation and Business Rule because of "Additionnal Comments : changes"

Do you have any idea how can I manage to do this ?

Thanks

antin_s · ‎08-06-2017

Hi Imrane,

Do you want to try creating a Business Rule on the sys_attachment table with the condition for table name?

Asking for a comment for attachment doesn't look like a good user experience and also user might end up entering some random text.

Hope this helps. Mark the answer as correct/helpful based on impact.

Thanks

Antin

View solution in original post

imrane · ‎08-07-2017

Thanks. It works.

Here is my Business Rule and the advanced script :

(function executeRule(current, previous /*null when async*/) {



//gs.log("IDE Atta" + current.table_name + ":" + current.table_sys_id);


var gr = new GlideRecord(current.table_name);

       gr.addQuery('sys_id', current.table_sys_id);

       gr.query();



       gr.next();

gr.sys_updated_by = current.sys_updated_by;

var msg = "Ajout de pièce jointe";

       gr.comments = msg;

gr.update();


//gs.log("IDE" + gr.sys_id + " : " + gr.sys_updated_by + " : " + gr.number);





})(current, previous);