Additional comments on req vs ritm vs sc_task

[varunp]

Hi All,

We are implementing a service now from scratch. I am seeing there are additional comments on Request, RITM as well as on Sc_Task.

The requester can only see additional comments of Request from Portal. And fulfiller can only see the additional comments from sc_task.

I want to know what is the best practice of using the additional comments.

Should I copy Request additional comments to sc_task and vice-versa so that requester and fulfiller both see the same additional comments and skip the RITM additional comments because it is of no use? If I do the same then how do I avoid the infinite loop?

In my organization, 1 Req will only have 1 RITM, but 1 RITM can have more than 1 task. If I need to copy Request additional comments to task, I need to copy in all sc_task. And when any fulfiller will add any additional comments on sc_task, I need to copy it to Request so that requester can see the fulfiller comments on Portal.

Any comments would be helpful.

[Snehal2]

Hi Varun,

I was also struggling to achieve this and finally found the solution to achieve it and this will not loop the commenting from RITM to SCTASK and vice versa.

Following 4 BR can be written to get the comments to and fro - Request,RITM,SCTASK

1. Copy Comments from Request to RITM

2. Copy Comments from RITM to SCTASK

3. Copy Comments from SCTASK to RITM

4. Copy Comments from RITM to Request

You Can try out following:

LOGIC USED:

EG: To copy RITM additional comment to its SCTASKs -> compare the most recent comment on SCTASK with the RITM comment, if no match found then update additional comment on the SCTASK. Use the same logic for vica versa i.e sctask to RITM.

1. BR: Add Comments from RITM to all SCTASKs  (After Insert and update) Condition: on change of additional comments

//To Copy the Additional Comments from RITM to SCTASKs
    var compare,ritm_comment2,ritm_comment,task_comment2,task_comment;
	ritm_comment =current.comments.getJournalEntry(1);
	
	//Remove timestamp and name from additional comment
	var regex= new RegExp('\n');
	var i = ritm_comment.search(regex);
	if (i>0)
	{
		ritm_comment2 = ritm_comment.substring(i+1, ritm_comment.length);	
	}
	
	var task_gr = new GlideRecord('sc_task');
	task_gr.addQuery('parent', current.sys_id);
	task_gr.query();
	
	while(task_gr.next())
	{
		task_comment =task_gr.comments.getJournalEntry(1);
		
		//Remove timestamp and name from additional comment
		var i1 = task_comment.search(regex);
		if(i1 > 0)
		{
			task_comment2 = task_comment.substring(i1+1, task_comment.length);	
		}
		compare = ritm_comment2.indexOf(task_comment2);
		
		if(compare == -1)  // If No match found
		{
			task_gr.comments = ritm_comment2.trim();
			task_gr.update();
		}
	}	

2. BR: Add Comments from SCTASK to RITM(After Insert and update) Condition: on change of additional comments

//To Copy the Additional Comments from SCTASK to RITM
	var compare,task_comment2,task_comment,ritm_comment2,ritm_comment;
	task_comment =current.comments.getJournalEntry(1);
	
	//Remove timestamp and name from additional comment
	var regex= new RegExp('\n');
	var i = task_comment.search(regex);
	if (i>0)
	{
		task_comment2 = task_comment.substring(i+1, task_comment.length);
	}
	
	var ritm_gr = new GlideRecord('sc_req_item');
	ritm_gr.addQuery('sys_id', current.parent);
	ritm_gr.query();
	
	if(ritm_gr.next())
	{		
		ritm_comment =ritm_gr.comments.getJournalEntry(1);
		
		//Remove timestamp and name from additional comment
		var i1 = ritm_comment.search(regex);
		if(i1 > 0)
		{
			ritm_comment2 = ritm_comment.substring(i1+1, ritm_comment.length);
		}
		compare = task_comment2.indexOf(ritm_comment2);
		
		if(compare == -1)  // If No match found
		{
			ritm_gr.comments = task_comment2.trim();
			ritm_gr.update();
		}		
	}

Similarly u can write other 2 BR. Mark it correct if it helps you. Its tested code.

Regards,

Snehal Madakatti

[matt_a]

Finally, a solution that works really well. Thanks for sharing

[knowledge_alka]

Hi Snehal, I used the same script as-is. However, it is duplicating the comment on catalog task.

Can you check? 

[_bhishek]

Hi Alka,

did you find resolution for this ?

I am also getting duplicate comments in catalog task.Please let me know.

Thanks .

[Snehal2]

Hi,

I have tested this script, and it worked well. Please check the script, might be something is missed.

Regards,

Snehal