Update the incident Work notes

[Sakshi Lambat]

Update the incident work notes and changes the state to back to Work in progress of the incident when the Change Request is created from Incident. How to achieve this?

[Ankur Bawiskar]

@Sakshi Lambat 

so what script did you try so far and what's not working?

[Sakshi Lambat]

Hi

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

    // Check if the change is created from an incident

    if (current.incident && current.incident != '') {

        var incidentGR = new GlideRecord('incident');

        if (incidentGR.get(current.incident)) {

            // Update work notes

            incidentGR.work_notes = 'Change created: ' + current.number;

            incidentGR.update();

            // Change incident state back to "Work in Progress"

            incidentGR.state = 2; // Assuming 2 represents "Work in Progress" 

            incidentGR.update();

        }

    }

})(current, previous);

I tried this BR but not working

[Ankur Bawiskar]

@Sakshi Lambat 

The above BR is written as After/Before and on which table

small update in script -> don't use update() 2 times

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

// Check if the change is created from an incident

if (current.incident && current.incident != '') {

var incidentGR = new GlideRecord('incident');

if (incidentGR.get(current.incident)) {

// Update work notes

incidentGR.work_notes = 'Change created: ' + current.number;

// Change incident state back to "Work in Progress"

incidentGR.state = 2; // Assuming 2 represents "Work in Progress"

incidentGR.update();

}

}

})(current, previous);

[AnveshKumar M · Accepted solution]

Hi @Sakshi Lambat 

You can create a Before Update business rule like the one below on Incident table.

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

	current.work_notes = "Change " + current.getDisplayValue('rfc') + ' create from this incident.';
	current.state = 2;

})(current, previous);

Please mark my answer helpful and accept as a solution if it helped 👍✔️