Latest Additional comments are not getting insync from case to Incident
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07-02-2025 03:16 AM
Customer comments are not syncing with the incident from the case. The scenario is: when Customer One creates a case and adds additional comments, those comments sync correctly with the incident. However, when Customer Two — who has the same roles — adds a comment to the case created by Customer One, the comments do not sync with the incident.
- We haven't customized any script to restrict users from adding additional comments during the sync process. However, we have customized a script to ensure that all the latest additional comments are synced from the case to the incident, provided the comments are not identical.
- Script used for sync b/w case to incident:
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07-02-2025 03:48 AM
there is OOTB query business rule on incident table which must be blocking when you use GlideRecord
That could be the reason
Update as this -> use setWorkflow(false) to restrict BR from running
(function executeRule(current, previous /*null when async*/ ) {
// Add your code here
var inc = new GlideRecord('incident');
inc.addQuery('sys_id', current.incident);
inc.setWorkflow(false); // disable the query business rule
if (inc.next()) {
var workNotes = current.comments.getJournalEntry(1).split("(Additional comments)");
var inc_notes = inc.comments.getJournalEntry(1).split("(Additional comments)");
if (inc_notes[1] == undefined && workNotes[1] == undefined) {
inc.comments += workNotes;
inc.update();
} else if (inc_notes[1].trim() != workNotes[1].trim()) {
//cs.work_notes += "-" + workNotes;
inc.comments += workNotes[1];
inc.update();
}
}
})(current, previous);
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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07-02-2025 04:40 AM
Hi Ankur,
Thanks for the Response, but it didn't worked out for me
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07-02-2025 04:58 AM
we also faced similar issue earlier and it was resolved using this.
Did you check if business rule triggered or not?
I added logs, please share what came
(function executeRule(current, previous /*null when async*/ ) {
// Add your code here
var inc = new GlideRecord('incident');
inc.addQuery('sys_id', current.incident);
inc.setWorkflow(false); // disable the query business rule
if (inc.next()) {
gs.info('Inside IF');
var workNotes = current.comments.getJournalEntry(1).split("(Additional comments)");
var inc_notes = inc.comments.getJournalEntry(1).split("(Additional comments)");
if (inc_notes[1] == undefined && workNotes[1] == undefined) {
gs.info('Inside comments');
inc.comments += workNotes;
inc.update();
} else if (inc_notes[1].trim() != workNotes[1].trim()) {
gs.info('Inside Else IF');
//cs.work_notes += "-" + workNotes;
inc.comments += workNotes[1];
inc.update();
}
}
})(current, previous);
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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07-02-2025 05:44 AM
Hi Ankur,
Same with this kind of logs, it didnt worked out for me
Thanks
Sai kiran