Additional comments on req vs ritm vs sc_task

varunp · ‎11-30-2017

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.

Andrew Wortham · ‎11-30-2017

Hello Varun,

This is a very common question! Best practice in my experience is to hide the REQ for end users. Typically it is easier for the end users to deal with a single ticket and the RITM level is the natural ticket for them to know. However, this does take a bit of configuration. Including changing the portal to show RITMs in the menus and lists. And changing the notifications to navigate to the portal (this needs to be changed regardless)

As to end user - fulfiller communication, the RITM is often the place where this should occur, set up notifications / inbound actions on the RITM and train fulfiller to go up a level to communicate since sc_tasks just have work notes. I have seen and implemented business rules for some clients that carry additional comments up to the RITM and back down so that fulfillers can live at the task level while end users only see RITMs. Both work.

If you opt to try and use REQ as the point of contact you will have to add additional comments and work notes to the REQ.

In short no matter what you choose there is going to be some configuration involved and the most important part is that you get to a process that works for both the end users and fulfillers. But I would recommend using the RITM as the primary record for communication.

Best,

Andrew

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Snehal2 · ‎05-22-2020

Do like it if its helpful.

Glad that it worked for you.Thanks for your feedback.

Regards,

Snehal M

Namrata Agrawa1 · ‎11-26-2020

Hi Snehal,

I have the same requirements where need to copy comments from RITM to SC Task and SCTask to RITM. i was created 2 BRs before inser/update and condition was Additional comments changes. it was working but added comments twice so i was searching the solution for it and found your code and it is working fine means copying comments at once ,not twice .so Thank you so much for the code mentioned by you .

Regards,

Namrata

Siva25 · ‎12-01-2020

Thanks you Snehal, this is what i am looking for:)

sarahleighton · ‎12-08-2020

Hi @Snehal

I used this business rule code to copy comments from the RITM to tasks - however it is only copying the comments to the first task, and not any other task attached to the ritm (even when there are more tasks open at that time).

Can you suggest what might be happening please?

Thanks very much,

Sarah

sravani11 · ‎04-20-2021

Hi Snehal,

I used yoour BR script to copy sctask comments to RITM it works only when RITM has single sctask.

whe RITM has multiple sctask and when we update the comments in any one of the sctask then the ritm and other sctask comments are updated because of the other BR "Add Comments from RITM to all SCTASKs "

Any solution to stop updating the comments in other sctasks?