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.

[rlehmann]

Looks like you have an error in the first business rule script:

ritm_gr.addQuery('sys_id', current.parent);

should be

ritm_gr.addQuery('parent', current.sys_id);

[JP-ODU]

Awesome, thanks for the catch! I was able to revise my scripts and now have them *mostly* working... but still have an issue:

For some reason, with all four scripts up and running, the initial comment on any one "layer" (REQ, RITM, or Task) duplicates itself, appearing twice. I have yet to figure out how to prevent that duplication

Using these scripts (+ Snehal's for RITM->SCTask and SCTask->RITM, above):

REQ to RITM:

//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('request', current.sys_id);
	ritm_gr.query();
			
	while(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();
		}
	}

RITM to REQ:

//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('sc_request');
	request_gr.addQuery('sys_id', current.request.sys_id.toString());
	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();
		}
}

[JP-ODU]

I found the solution! I noticed my BRs were processing Before update, whereas Snehal's process After. With all 4 BRs set to process after update, all is well

Thanks everyone!

[Snehal2]

Hope the script was helpful. If yes, mark it as helpful.

Regards,

Snehal M

[Rao1]

This works perfect .. Thanks Snehal