sc_task Business rule to move non agent comments from pending to work in progress.

[RBlor]

Hi,
I seem to be running into issues with trying to set up a business rule for sc_task. We want any non-agent replies to the sc_tasks to move the state from pending to work in progress. We only want this to work for 3 assignment groups. Another factor is to not work when moveworks updates. I have the below script but it seems to not work when I comment to a ticket it seems to move the state back to work in progress. Any tips on the script would be appreciated. thank you.

// Before Update on sc_task

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

    // --- Act only on comment-only updates while Pending (5) ---
    if (!current.comments.changes()) return;               // No Additional Comments change
    if (current.state.changes()) return;                   // State was manually changed in this update
    if (previous.state != 5 || current.state != 5) return; // Was and is Pending

    // --- Only for these assignment groups (by sys_id) ---
    var allowedGroups = [
        'ba0fd3c7db78e11053403978f4961920', // Service Delivery Optimization
        'd625dccec0a8016700a222a0f7900d06', // IT Service Desk
        'c75eb931dbab5700f4ee7b5b8c961971'  // Desktop Support
    ];
    if (allowedGroups.indexOf(String(current.assignment_group)) === -1) return;

    // --- Updater checks (use session user in Before rules) ---
    var userName = gs.getUserName() || '';

    // If updated by MoveWorks, do NOT flip
    if (userName === 'MoveWorks') return;

    // If updater is an agent, do NOT flip
    var isAgent = gs.hasRole('itil') || gs.hasRole('hr') || gs.hasRole('facilities_inc');
    if (isAgent) return;

    // --- Otherwise flip Pending -> Work in Progress (2) ---
    current.state = 2;

})(current, previous);

[Rafael Batistot]

Hi @RBlor 

Analyzing your script I found some Problems with your script:

1. current.comments.changes() →
   This will return true even if the update is done by a system account (like MoveWorks), so you need to filter earlier.
2. gs.hasRole(...) →
   In a before business rule, gs.hasRole() evaluates the roles of the user executing the update (good), but if the user is a fulfiller/agent, they might still trigger comment-only updates that push the state back unexpectedly.
   → You’re already excluding them, but ensure that the MoveWorks account is excluded properly too.
3. Checking Pending state →
   Your current condition if (previous.state != 5 || current.state != 5) prevents the script from working if the state was manually set to something else and then comments added. You want “was pending and still pending”.
4. Assignment group check →
   You’re comparing String(current.assignment_group) which will return a GlideRecord object, not always the sys_id. Better to use .toString() or .getDisplayValue() correctly.

[Ajay_Chavan]

here is corrected version of script:

// Business Rule: SC Task - Pending to WIP on Non-Agent Comments
// Table: sc_task
// When: before
// Update: true
// Advanced: true

(function executeRule(current, previous) {

    // --- Only act when task is currently in Pending state ---
    if (current.state != 5) return; // Not in Pending state
    
    // --- Only act when comments were added (not other field changes) ---
    if (!current.comments.changes()) return; // No new comments
    
    // --- Don't interfere if state is being manually changed ---
    if (current.state.changesFrom(previous.state)) return; // State manually changed
    
    // --- Only for specified assignment groups ---
    var allowedGroups = [
        'ba0fd3c7db78e11053403978f4961920', // Service Delivery Optimization
        'd625dccec0a8016700a222a0f7900d06', // IT Service Desk
        'c75eb931dbab5700f4ee7b5b8c961971'  // Desktop Support
    ];
    
    var currentAssignmentGroup = current.getValue('assignment_group');
    if (allowedGroups.indexOf(currentAssignmentGroup) === -1) return;
    
    // --- Get the actual user making the update ---
    var updatingUser = gs.getUserName();
    
    // --- Skip if updated by MoveWorks ---
    if (updatingUser === 'moveworks' || updatingUser === 'MoveWorks') return;
    
    // --- Skip if updating user is an agent ---
    var userGR = new GlideRecord('sys_user');
    if (userGR.get('user_name', updatingUser)) {
        
        // Check if user has agent roles
        var isAgent = userGR.hasRole('itil') || 
                     userGR.hasRole('hr') || 
                     userGR.hasRole('facilities_inc') ||
                     userGR.hasRole('admin') ||
                     userGR.hasRole('sn_request_read'); // Add other agent roles as needed
        
        if (isAgent) {
            gs.debug('User ' + updatingUser + ' is an agent - not changing state');
            return;
        }
    }
    
    // --- Check if this is actually a new comment (not just a touch) ---
    var newComments = current.comments.getJournalEntry(1);
    if (!newComments || newComments.trim() === '') return;
    
    // --- All checks passed - move to Work in Progress ---
    current.state = 2; // Work in Progress
    current.work_notes = 'State automatically changed to Work in Progress due to customer comment';
    
    gs.info('SC Task ' + current.number + ' moved from Pending to Work in Progress due to non-agent comment by: ' + updatingUser);

})(current, previous);

Key Issues Fixed:

1. Role Check Problem:

Your original script used gs.hasRole() which checks the current session user, not necessarily the person who made the comment. Fixed with proper user lookup.

2. State Change Logic:

// WRONG - this condition was confusing
if (previous.state != 5 || current.state != 5) return;

// RIGHT - clearer logic
if (current.state != 5) return; // Only act when in Pending
if (current.state.changesFrom(previous.state)) return; // Don't interfere with manual changes

3. Comment Validation:

Added check for actual comment content to avoid "empty" comment updates.

[Ajay_Chavan]

@RBlor - did you check?

[RBlor]

thank you i just tested so when i set to pending, it sets the state to wip even without comments.