How to make "Add resolution notes to comments" added by default

[Trish Mac]

Hello,

How would you make a copy of the Resolution notes to Comments mandatory?  This is what the CSM Manager is requesting so that it only has to be recorded once.  Pretty sure she's aware it will send a notification.

Thanks,

Trish

[Yousaf]

Hi Trish,

If i am understanding correctly check this link please 

https://community.servicenow.com/community?id=community_question&sys_id=bbdb8be1db9cdbc01dcaf3231f96...

Mark Correct or Helpful if it helps.

[Mark Manders]

Resolution notes copied to comments is just for those notes to be visible on the portal. Check the BR (or flow) that is behind the tick box and just change the conditions (if close notes changes instead).

If my answer helped you in any way, please then mark it as helpful.

Mark

[Mark Manders]

And by the way: 'Pretty sure she knows....' should be the trigger for you to mention that. It could very well be the requirement changes or that you need to do something with the notification as well.

[Trish Mac]

I certainly made sure she understands the implications of making this change and that her teams will need to have this communicated to them prior to the change being implemented.

Thanks for your help!

Trish