Production Issue

[SaiV33350814901]

I have committed one of my update set in which it contains one fix script update set log. the fix script is written on the incident tasks to capture the hours entered on that particular task in a 'actuals' field in the incident task record, but without running the fix script the existing/pervious parent incidents state got automatically moved to resolved state, some of the incidents state moved to closed without any fix script execution. Can anyone help me on the root cause.

Note : the issue is in Production instance.

[folusho]

@SaiV33350814901 

I would think of Business Rule or Script Include Update (Most Likely)

- The update set may have included changes to Business Rules (especially on incident or incident_task) that execute on insert/update.

- A Business Rule triggered when the child Incident Task (or a related field like actuals) updated, unintentionally changed the state of the parent Incident.

For Examples:

-Business Rule: "Close parent incident when all tasks are completed"

-business Rule: "Update parent incident based on child task actuals"

[SaiV33350814901]

@folusho 

I have run the fix script which cause some incidents state to be automatically move it to 'resolved' and 'closed' state. And the changes are logged under the notes tab in the incident. but when i rollback the fix script the state got reverted back for the incidents to pervious state, but the logs under the notes tab in the incident did not reverted back, the logs are still showing under the notes tab.

how can i resolve this issue where the logs in the notes tab also should be reverted back.

Your help is much appreciated.

[folusho]

@SaiV33350814901 

You wouldn't be able to revert the activities log back. These are journal entries.

If you don't want to see them, you can delete them, but you have to be careful about this.

Go to the following tables:

sys_history_line.FILTER

sys_audit.FILTER

build the filter and look for the related activities and delete the records from both tables.

Please mark solution as helpful if it solves your issue.

Thanks