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);

[kaushal_snow]

Hi @RBlor ,

Try below code,  Before Update on sc_task....

Here, I am ensuring precise behavior by comparing the latest journal entry using current.comments.getJournalEntry( ) to its previous value, so the rule only fires for actual comment additions and not general record updates. ....

(function executeRule(current, previous /* null when async */) {
    // 1. Check for added Additional Comments ONLY
    var prevComment = previous.comments.getJournalEntry(1);
    var currComment = current.comments.getJournalEntry(1);
    if (!currComment || currComment === prevComment) return;

    // 2. Ensure status remains Pending (5)
    if (!(previous.state == 5 && current.state == 5)) return;

    // 3. Only specific assignment groups
    var allowed = new Set([
        'ba0fd3c7db78e11053403978f4961920',
        'd625dccec0a8016700a222a0f7900d06',
        'c75eb931dbab5700f4ee7b5b8c961971'
    ]);
    if (!allowed.has(String(current.assignment_group))) return;

    // 4. Exclude user if update made by MoveWorks
    if (current.sys_updated_by == 'MoveWorks') return;

    // 5. Exclude users with agent roles
    var agentRoles = ['itil', 'hr', 'facilities_inc'];
    for (var role of agentRoles) {
        if (gs.hasRole(role)) return;
    }

   
    current.state = 2;

})(current, previous);

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[RBlor]

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

[Ankur Bawiskar]

@RBlor 

what debugging did you do and what are your findings?

(function executeRule(current, previous /*null when async*/) {
    // Only trigger on comment update while in Pending state
    if (!current.comments.changes()) return;
    if (current.state.changes()) return;
    if (previous.state != 5 || current.state != 5) return;

    // Only for specific assignment groups
    var allowedGroups = [
        'ba0fd3c7db78e11053403978f4961920',
        'd625dccec0a8016700a222a0f7900d06',
        'c75eb931dbab5700f4ee7b5b8c961971'
    ];
    if (allowedGroups.indexOf(String(current.assignment_group)) === -1) return;

    // Get actual updater username
    var updaterUserName = current.sys_updated_by + '';
    if (updaterUserName === 'MoveWorks') return;

    // Get updater's sys_id
    var updaterGR = new GlideRecord('sys_user');
    updaterGR.addQuery('user_name', updaterUserName);
    updaterGR.query();
    if (!updaterGR.next()) return; // user not found

    // Check agent roles via sys_user_has_role
    var agentRoleIds = [
        '8fcb6f45c0a8016400a222a0f7900d0d', // itil
        '5e1789e1c079a100e1e2a3f1decfac45', // hr
        '77f5e459c079a100e1e2a3f1decfac67'  // facilities_inc
    ];
    var hasAgentRole = false;
    var roleGR = new GlideRecord('sys_user_has_role');
    roleGR.addQuery('user', updaterGR.sys_id);
    roleGR.addQuery('role', 'IN', agentRoleIds.join(','));
    roleGR.query();
    if (roleGR.hasNext()) hasAgentRole = true;
    if (hasAgentRole) return;

    // Set state to Work in Progress
    current.state = 2;
})(current, previous);

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[RBlor]

i'll try this now i have tried the other 2 scripts here but they seem to change state to wip even without comments. i know its the script since setting to inactive and trying to trigger the pending to wip will not trigger anything. 

I just tried the script, and it seems to be set to WIP from pending just when changing state.