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:
(function executeRule(current, previous /*null when async*/ ) {
// Add your code here
var inc = new GlideRecord('incident');
if (inc.get(current.incident)) {
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);
