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DB rule acting strangely.

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amykoh
Senior Member

DB rule acting strangely.

Hi all,

My DB rule is behaving strangely. Sometimes the update actions works sequentially, as written, but sometimes it doesnt.

Here's my rule:
When case is created
OR When case is modified
where Status (*) equals CLOSED
AND NOT (Assignment;To person is current)
Status=CLOSED,Assignment to Current (Update Data) Assignment;To person set to (Make empty); Assignment;To workgroup set to (Make empty); Assignment;To person set to (Current person); Assignment;To workgroup set to (Make empty)

When a person closes the ticket, I want the Assignment To Person to be set to the person who closed the case.

In some cases, it works fine. In some cases, the Update Data action swaps, once it sets, the n it clears the field.

Any idea what could be causing this?

Amy
6 REPLIES

Re: DB rule acting strangely.

Try to only set field directly to Current person without before setting them to empty

Milan Karban
Regular Collector

Re: DB rule acting strangely.

Hi,

I think that better is to use UI rule "Before save" for this action instead of DB rule because there could be problem with Current person identification via the function (DB rule is evaluated after save and system couldn't be able to find the actual person who modified the record). But this solution with UI rule could cause problems when you update case via SSP (but there you can customize SSP to fill the currently logged specialist).

Best rgds,

Milan K.

Peter Dent
Frequent Visitor

Re: DB rule acting strangely.

Amy,

As was previously said there may be a problem with the system identifying the CURRENT PERSON, because the processing is happening after the form is closed.

Why not set the fields in a UI rule, while the user has the form open, the rule could be triggered by the change of the Status field to CLOSED.

Peter
amykoh
Senior Member

Re: DB rule acting strangely.

Hi,

In my scenario, there is already quite a lot of UI rules running for other fields. That is one reason why I'm not using UI rules. I do understand from both ur point of view on UI benefits.

But the odd thing is sometimes the rule works. Sometimess it jumbles up the sequence of the update action.

Amy
Mark O'Loughlin
Honored Contributor

Re: DB rule acting strangely.

Hi,

are either of these fields mandatory in particular the Assignment to Workgroup field?

amykoh
Senior Member

Re: DB rule acting strangely.

Hi,

Nope, currently the To Person and To Workgroup fields are not mandatory.

Amy
//Add this to "OnDomLoad" event