Create Business rule that changes the priority within the service call

[ruben_salazar1983]

Hi Team,

I need your help

Business rule that changes the priority within the service call

I want to create a business rule that changes the priority of a service call when it meets the following criteria..

Example:

1. A new field was created within the service call priority called "SUPER HIGH"

2. If I receive a service call that has "HIGH" priority

3. This service service call has type "installation"

4. I have a udf.customer in activities that contains the word "Customer VIP" on some occasions it appears with that value.

I want that when these 4 criteria are identified, they change the priority of the service call from "HIGH" to "SUPER HIGH" when found udf.customer = "Customer VIP" in a business rule.

Could you give me an example of how that business rule could be?

[wendy_snyder]

Hi Ruben, Here's a quick example I put together. Hope I understood your scenario correctly. Copy the code to a json file and then upload that to your rules and give it a try. Please keep in mind the the rule contains the udf "customer" for the object type activity in the rule conditions.

[ {
  "actions" : [ {
    "executionCount" : "1",
    "name" : "UpdateObject",
    "parameters" : {
      "fields" : [ {
        "name" : "priority",
        "value" : "HIGH"
      } ],
      "objectId" : "${serviceCall.id}",
      "objectType" : "SERVICECALL",
      "softUpdate" : "false",
      "objectVersion" : null
    }
  } ],
  "conditions" : [ [ {
    "leftOperand" : "${serviceCall.priority}",
    "operator" : "==",
    "rightOperand" : "'MEDIUM'"
  }, {
    "leftOperand" : "${serviceCall.typeCode}",
    "operator" : "==",
    "rightOperand" : "'-4'"
  }, {
    "leftOperand" : "${activity.udf.customer}",
    "operator" : "==",
    "rightOperand" : "'VIP Customer'"
  } ] ],
  "embedded" : false,
  "enabled" : true,
  "eventType" : "CREATE_OR_UPDATE",
  "executionType" : "ON_SUCCESS",
  "lastChanged" : 1694076915798,
  "name" : "SAMPLE -  Service Call",
  "objectType" : "SERVICECALL",
  "permissionsType" : "USER",
  "responsible" : "example@sap.com",
  "type" : "TWO",
  "skippedLogs" : false,
  "variables" : [ {
    "name" : "activity",
    "type" : "Activity",
    "value" : "activity.object.objectId = ${serviceCall.id}",
    "variableType" : "OBJECT",
    "version" : 43
  } ]
} ]