copy additional comment & worknotes from incident to case .

[yunus shadman]

how to copy the additional comments and worknotes from incident to related case record . i have already tried with the BR (before - update ) 
table- incident 
(function executeRule(current, previous /*null when async*/ ) {
    var relatedCase1 = new GlideRecord('sn_customerservice_case'); // initialize case table
    relatedCase1.addQuery('incident', current.sys_id);
    //relatedCase1.addActiveQuery();
    relatedCase1.query();
    if (relatedCase1.next()); {
        relatedCase1.work_notes = current.work_notes;
        //relatedCase1.update(); //updates changes
    }
})(current, previous);

i have already tried to run the code but it is not working , i am a beginner , i dont know how to done programming properly , help me to find the solution so that i can understand easily.

[Aman Singh_]

Hi,

It should be a after update BR.

with minute change in the script 

var relatedCase1 = new GlideRecord('sn_customerservice_case'); // initialize case table
    relatedCase1.addQuery('incident', current.sys_id);
    
    relatedCase1.query();
    if (relatedCase1.next()); {
        relatedCase1.work_notes = current.work_notes.getJournalEntry(1);
        relatedCase1.update(); //updates changes
    }

Try.

Thanks,

Aman

[yunus shadman]

i have a requirement of copying additional comment and work notes from case to incident and incident to case . i have also tried with taking journalentry but at a time only one BR is working . can you please try it and send me the solution ASAP . i got headache just because of solving this issue . i have already check by doing multiple editing but still not working . can you please test once ,it will be more helpful for me .

[S2_Jerry]

@Aman Singh_ 

Question, I used this script (thank you for sharing). 

We have some incidents that get opened without an associated case, this script is then creating a case. Any thoughts on how to modify to have the script not create the case? 

[Ian Mildon]

There is a slight variation in syntax depending on if you are wanting the "last" entry or "all previous" entries:

current.comments.getJournalEntry(-1); //gets all comments on record

current.comments.getJournalEntry(1); //gets just the last comments entry on the record

This is for all journal type fields, so work_notes will behave the same too.