Communication Workaround should be copied as additional comments in incident form

[Gopal14]

Hi Team,

After creating new problem record, we have field called workaround in the problem form. After filling workaround field, after saving the record, we will able to see Communication Workaround related link. After clicking the Communication Workaround related link workaround field value will be copied and will updated in incident worknotes. this the OOTB functionality.

But I want update that workaround field value as a Additional Comments in incident form. 

Can anyone help me how to update that?

[SumanthDosapati]

Hi @Gopal14 

OOTB, workaround will be copied to both work notes and additional comments. One might be deactivated in your instance.

Navigate to 'Script Actions' from left navigator

Apply filter as 'Event name' IS 'communicate.workaround'

You will now see two script actions one for worknotes and one for additional comments. Check if one is deactivated or modified.

Click on 'Accept as solution' and 'helpful' if it does.

Regards,
Sumanth

[Joel O]

It appears I'm having this issue as well where the communicate workaround text is not being copied to additional comments. Reviewing those 2 script actions, they are both Active and have confirmed in the Recen Handler Stats that it has been executed for both (work notes and comments). @SumanthDosapati is there something else for me to review to ensure it gets added to comments?

Thank you.