Dear.

Good morning.

I mention to you the problem we are having.

Currently we have several templates to which we put together a kind of Scoring system, based on several fields list. This system, in addition to the fields, consists of a Script that we developed at the time with assistance from the ManageEngine community.

The idea of ​​running the script would be the following:

Must be executed only when ALL fields are assigned a different value than "Choose" or Null

When performing the calculation you must place the result in a certain field

Whenever the tkt is edited and the participating fields are modified, the script must perform the calculation again and update the result field

From the beginning, it is not working correctly, since it calculates all the time (from the creation of the tkt even), when the fields do not have a selected value.

Recently trying to solve it, make a change in one of the Rules that applies it. There he had indicated OR in the conditions and modified it by configuring it as AND. After this I performed tests and it worked well.

All this was in a TESTING environment. When I wanted to try it in Production, it did not work for me at any time. I went back to testing in Testing and it did not work either.

At this point I no longer understand why, since I do not modify anything else in Testing.

I tried to build the template from 0, but the script did not work either.

The current situation then is:

In Prod. = All the templates that had the script work, but calculate from the moment 0 not allowing REALLY to see which tickets were screened and which were not, given that all have a basic value assigned to the scoring field

In Test. = The templates that already had the script work as in PROD, but I could not put together a new template with the Script, since it never performs the calculation.

In Testing, I have the 9422 version - In Prod the 9402

I need to be able to let Templates work correctly. I ask for your help to achieve that.

I attach the script and screenshots of how the rules are configured. Also a list of additional fields.

Thank you.