How to associate Request to Case?

[Hurleybird]

According to the documentation:

https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service...

it's possible to associate Requests to Cases. I have achieved this by creating a request from a case, and it behaves as expected/described:

• The case becomes the parent of the request. The case number is added to the Parent field on the request form.
• The request is associated with the case and is added to the Requests related list.
• A work note for the request association with the case is added to the Work notes field.

In addition, the following documented behaviour also works as described:

Communicating with the requester

The task fulfiller can communicate with the requester if additional information is needed. Use the Additional comments field on the request to communicate with the requester through the case. Information added to the Additional comments on the request are synchronized to the casework notes.

If the case is the parent of the request, notifications to the requester are suppressed when additional comments are added to the request by the fulfilled.

So now my question: how do I associate a Request to a Case such that Additional Comments from the task fulfiller in the Request are passed to the Additional Comments in the Case?

[Chuck Tomasi]

What you are looking for is called a Business rule. You'll need to create a BR on the Request that watches for changes and posts them to the case.

Example:

Name: Copy request comments to case

Table: Request (whatever your request table is)

Advanced: true

Insert: true

Update: true

When: After

Condition (on advanced tab): current.comments.changes()

Script:

// get related case record
// This assumes there is a field called 'case' on the request table
var caseGr = current.case.getRefRecord();
caseGr.comments = current.comments();
caseGr.update();

Note, I don't have CSM installed so I've made some assumptions. This code has not been tested, but should give you an idea how to get that information from one record to another.

Create a business rule

[Hurleybird]

Thanks Chuck - have I made an assumption too far from reading the documentation that this was out-of-the-box/default behaviour then?

"The task fulfiller can communicate with the requester if additional information is needed. Use the Additional comments field on the request to communicate with the requester through the case."

[Chuck Tomasi]

It definitely sounds like something should be copied from one to the other. If that's not happening then there may be a configuration option that should be looked in to before going with a "DIY" approach. Sorry I don't know more about CSM. Hopefully someone in this forum does and can chime in.

[Vytesh Ramesh]

Hi @Hurleybird 

With reference to OOB Case to Request integration behavior, Additional comments on Requested Item record will be sync'd with the work notes on the associated case record.

This will enable the customer service agent to update the customer via Additional comments on the latest status of this request.

Reason for not sync'ing additional comments on RITM to additional comments on case:

Since Request are created by agents on behalf of the customer, we dont want external customers to get spammed with case additional comments coming from additional comments updates from Request item.

Additional comments from Request Item are sync'd to work notes in Case via BR (sys_script_012387803bf31300bfe04d72f3efc45d)

Hope this helps!