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]

Yes I have a BR that does that but only for requested item.comments.   So when users update that additional comments it will copy it to the RITM.   But if you go to task and configure layout and just add additional comments and update it with notes it will NOT copy to RITM.   That's what I need to copy to RITM.

[PriyaRanji]

Hi John Vo,

Good Day!

Do you want to update the additional comments in the task to the requested item?

If the above point is "Yes", then you can go with the below steps to update the same :

1. 1.   Write the BR after/update (you can write it for task table)

1. 2. conditon : current.comments.changes()

1. 3. Please find the below script in BR to update the additional comments in the RITM

var gr = new GlideRecord('sc_req_item');

1. gr.addQuery('sys_id','current.request_item);/*pass the sys_id of ritm*/
2. gr.query();

if(gr.next()){

1. gr.comments = current.comments;
2. gr.update();

}

Hope this will help to update the value of the Additional Comments in the RITM.

PS: Your feedback (Like, Helpful or Correct) helps community!

Thanks,

Priyanka R

[PriyaRanji]

Hi John Vo,

Good Day!

Do you want to update the additional comments in the task to the requested item?

If the above point is "Yes", then you can go with the below steps to update the same :

1.   Write the BR after/update (you can write it for task table)

2. conditon : current.comments.changes()

3. Please find the below script in BR to update the additional comments in the RITM

var gr = new GlideRecord('sc_req_item');

gr.addQuery('sys_id','current.request_item);/*pass the sys_id of ritm*/

gr.query();

if(gr.next()){

gr.comments = current.comments;/*update the additional comments in the RITM base on the task comments updated*/

gr.update();

}

Hope this will help to update the value of the Additional Comments in the RITM.

PS: Your feedback (Like, Helpful or Correct) helps community!

Thanks,

Priyanka R