Additional comments(customer visible) copy to RITM

[John Vo1]

Currently I have a BR called Work notes to RITM.   This will copy what was put in the task under work notes and pull that up to RITM.  

Here is the script:

What do I need to add to the script so additional comments (customer visible) gets copied up to RITM as well?

[John Vo1]

I have removed all additional comments and comments and work_notes that I dot walk.

[shruti_tyagi]

Let me do some testing from my side and I will provide you an update.

Shruti

[John Vo1]

Shruti,

I look forward to seeing if you can come up with a resolution for this.

Thanks,

John

[shruti_tyagi · Accepted solution]

Hi John,

Not sure of already got the answer, got some time to do some testing as I promised and here is the test it did:

Type: Business Rule

Table: sc_task

Parameters: Run: Before insert and update

Filter Conditions: Additional comments or work notes changes

Script:

cascadeComment();

function cascadeComment(){

var gr=new GlideRecord("sc_req_item");

gr.get(current.request_item);

gr.work_notes=current.work_notes;

gr.comments=current.comments;

gr.update();

}

And I can see comments and work_notes are updated in activity formatter. Try this and see if this helps

[Lisa Silvaroli]

I am using a very similar code to what what you have

(function executeRule(current, previous /*null when async*/) {

var gr = new GlideRecord('sc_req_item');

gr.get(current.request_item);

gr.comments = current.comments;

gr.work_notes = current.work_notes;

gr.update();

})(current, previous);

But it was causing a lot of slowness. I opened a Hi ticket and they suggested the following:

"In the BR code, you can put a if condition such that if you get undefined then the further check of the records wont go through."

Do you have a suggestion for what code to add to achieve that?