Configure business rule for reassigning tickets

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Configure the business rule for reassigning the tickets.

    Before you begin

    Role required: admin

    Procedure

    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

      Table 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.