Configure business rule for reassigning tickets

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Configure the business rule for reassigning the tickets.

    Vorbereitungen

    Role required: admin

    Prozedur

    1. Navigate to All > System Definition > Business Rules.
      Business rules
    2. Click New.
    3. On the form, fill in the fields.

      Business rule to re-assign ticket

      In the Advanced tab, update the Script fields.

      Script for re assigning ticket

      Tabelle : 1. Business rule for re assigning ticket
      Field Description
      Name Name of the business rule
      Table Table to which the ticket should be re-assigned.
      Active Check this box
      Advanced Check this box
      Where to run
      • When: async
      • Update: Check this box
      • Filter Conditions: Apply the filter condition of the reassigning the ticket business rule.

        Select the fields to which the ticket should be re-assigned. Ex: Assigned to field.
      Advanced Script: Copy and paste the script. Modify the values as required.

      Update the field name in the assigned_to if you are using a different value.

      
var importChatUtils = new sn_tcm_collab_hook.MSTeamsImportChatUtils();	
var chatUtil = new sn_tcm_collab_hook.MSTeamsChatUtil();
	
var azureIds = chatUtil.getAzureIds([current.getValue('assigned_to')]); //Update the assigned_to field if required 
var credentialAlias = chatUtil.getTeamsChatCredentialsAliasGr();
var chats = importChatUtils.getChatsofADocument(current.sys_id);
var azureId = '';
	
if (azureIds && azureIds.azureUserIds && azureIds.azureUserIds.length > 0) 
	azureId = azureIds.azureUserIds[0];
	
if(gs.nil(azureId)){
	gs.addErrorMessage(gs.getMessage('Invalid Azure Id, cannot add user to Chat'));
	return;
}
	
chats.forEach( function(chat) {
	importChatUtils.addMemberToChat(chat,azureId,credentialAlias, current.getValue('assigned_to')); //Update the assigned_to field if required
});
    4. Click Submit.