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.

[Monicask]

This is almost exactly what I was looking for - SCTASK to RITM works beautifully- so thank you so much!

However, I'd like to tweak the RITM to all SCTASKs to only go to open tasks, instead of all, and I'm not quite sure how to do that; my js is not strong.

[Snehal2]

@Monicask.

You just need to add additional condition as below for - RITM to all SCTASKs to only go to open tasks

var task_gr = new GlideRecord('sc_task');
task_gr.addQuery('parent', current.sys_id);
task_gr.addQuery('state', 17);//back end value of open state
task_gr.query();
	
	

Regards,

Snehal M

[Adam Flagg]

This was extremely helpful as a prior solution I found required indexing on a prefixed phrase such as "Update from Task" which I didn't necessarily want to expose to users via a notification email. Thanks!

For anyone else who may find this helpful, here is my version very slightly modified re: variable names for ease of readability.

Name: Copy sc_req_item comments to sc_task

On After, On Update, Condition: current.comments.changes()

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

	var compare;
	var task_comment;
	var task_comment_clean;
	var ritm_comment;
	var ritm_comment_clean;
	
	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_comment_clean = ritm_comment.substring(i+1, ritm_comment.length);
	}
	
	// Get the child SCTASKs
	var sctask = new GlideRecord('sc_task');
	sctask.addQuery('parent', current.sys_id);
	sctask.query();
	
	while (sctask.next()) {
		task_comment = sctask.comments.getJournalEntry(1);
		
		// Remove timestamp and name from additional comment
		var j = task_comment.search(regex);
		if (j > 0) {
			task_comment_clean = task_comment.substring(j+1, task_comment.length);
		}
		compare = ritm_comment_clean.indexOf(task_comment_clean);
		
		if (compare == -1) // If no match is found
		{
			sctask.comments = ritm_comment_clean.trim();
			sctask.update();
		}
	}
})(current, previous);

[Snehal2]

Glad that this script was helpful Adam 🙂

[JP-ODU]

Hi Snehal,

I've been attempting to implement your solution, but something is off with my attempt at scripting the two remaining business rules (REQ to RITM, RITM to REQ), could you please help me understand what I'm doing wrong?

To add comments from REQ to RITM (table is sc_request, condition is current.comments.changes()):

		//To Copy the Additional Comments from REQ to RITM
		    var compare,request_comment2,request_comment,ritm_comment2,ritm_comment;
			request_comment =current.comments.getJournalEntry(1);
			
			//Remove timestamp and name from additional comment
			var regex= new RegExp('\n');
			var i = request_comment.search(regex);
			if (i>0)
			{
				request_comment2 = request_comment.substring(i+1, request_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 = request_comment2.indexOf(ritm_comment2);
				
				if(compare == -1)  // If No match found
				{
					ritm_gr.comments = request_comment2.trim();
					ritm_gr.update();
				}
}

To add comments from RITM to REQ (table is sc_req_item, condition is current.comments.changes()):

	//To Copy the Additional Comments from RITM to REQ
    var compare,ritm_comment2,ritm_comment,request_comment2,request_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 request_gr = new GlideRecord('request');
	request_gr.addQuery('parent', current.sys_id);
	request_gr.query();
	
	while(request_gr.next())
	{
		request_comment =request_gr.comments.getJournalEntry(1);
		
		//Remove timestamp and name from additional comment
		var i1 = request_comment.search(regex);
		if(i1 > 0)
		{
			request_comment2 = request_comment.substring(i1+1, request_comment.length);	
		}
		compare = ritm_comment2.indexOf(request_comment2);
		
		if(compare == -1)  // If No match found
		{
			request_gr.comments = ritm_comment2.trim();
			request_gr.update();
		}
}