Hi Mohan,Is this a business rule? Anyways, it would be easier to understand if you would update the chat_queue_entry table with the incident after insert. The error is this:ch.document_id = 'Incident:' +item.number;What you only need to update the do...

Hi Mohan,How do you create INC then? If the document_id field is not being populated then may I recommend adding the following:current.document_table ='incident';current.document_id = <incident sys_id>current.update();Do note that you have to add the...

Hi Mohan,You can achieve #3 via BR.Use chat_queue_entry as table.Set action == accepted and state.changesTo('Closed Complete') as your condition.Then on the script you can query the current chat and base it on document_id.Sampleif(current.document_id...