Healthcheck Button Visibility Logic Based on System Comments in General Case

[Hanook]

Objective:*

we are working on implementing  functionality that controls the visibility of a Healthcheck button in the General Case form in ServiceNow. The button's visibility is controlled based on comments added by "system."

*Detailed Breakdown:*

When should the Healthcheck button be hidden? The Healthcheck button should be hidden when a comment is added by system in the Additional Comments field of the General Case.
The button should remain hidden for 30 minutes after system adds a comment.

*_When should the Healthcheck button reappear?_*

After the 30-minute window has passed, the button should reappear and be visible again. If another system comment is added within that 30-minute window, the button should remain hidden for another 30 minutes from the time of the latest comment.

[M Iftikhar]

Hi @Hanook ,

You can achieve this by controlling the Healthcheck button visibility with a combination of a Business Rule (to track the latest system comment time) and a Client Script/UI Policy (to show or hide the button).

Here’s how you could approach it:

1. Business Rule (on Case Comments table):

   • Trigger when a comment is added by system in the Additional Comments field.

   • Update a field on the Case record (e.g., u_last_system_comment_time) with the timestamp of the system comment.

2. Client Script/UI Policy (on General Case form):

   • On form load, compare the current time with u_last_system_comment_time.

   • If less than 30 minutes have passed, hide the Healthcheck button.

   • If more than 30 minutes have passed, show the button.

   • If another system comment is added within 30 minutes, the Business Rule updates the timestamp, and the 30-minute window resets.

This way, the button automatically disappears for half an hour after a system comment and comes back when that time is up.

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.