TLDR; Is there a way to influence how something is posted, ex. by adding another checkbox?
Hello 🙂
So, our setup at the moment, is that whenever a case worker post a note in additional comments, case state changes to "awaiting user". This works fine, as it often require the user to respond.
That said, there will be times when simple information needs to be shared; and state shouldn't be changed.
The idea was to perhaps add a checkbox, allowing the case worker to simple "opt out" of the functionality (see picture).
I am however having issue figuring out how the "additional comment" thing it even works. Is it even possible to modifiy it? I can't find any UI policies etc., and quite frankly have no idea how I could add another checkbox to it.
I found this articles which basically enables the toggle button, but thats about it ... https://community.servicenow.com/community?id=community_question&sys_id=9175cfaddbd8dbc01dcaf3231f961951
1. The only easy solution would be informing the caseworkers to e.g. prefix comments with a certain character combination (a la // when commenting out code). That way I could at least check for it in the BR (which changes the ritms state). The BR of cause only gets the ritm, so I would need to query for the last comment record.
2. The hard alternative would be the checkbox idea. This would also (afaik) require me to somehow modify the post button in order to set a field on the sys_journal_field - so the BR has something to check against.
3. ?? would really like to know 🙂
EDIT : Just a note - The BR reacts on ex. ritm update with a "additional comment" is "changed".
So the Work notes checkbox you see is simply just a toggle between the two Journal Input fields (Additional Comments and Work notes). Additional comments contacting the user is driven by a Notification (sysevent_email_action) for a condition of changes - like how your BR runs. If your goal is to create a new comments field that works like work notes but still customer facing, try the following:
1. Create a new Journal Input (e.g. Internal Comments) on the table
2. Edit the activity filter to add this new input using "Configure available fields"
3. You should now have something similar to below which by default does not send notifications out
4. Edit ACLs to make this new field customer visible
So the Work notes checkbox you see is simply just a toggle between the two Journal Input fields (Additional Comments and Work notes). Additional comments contacting the user is driven by a Notification (sysevent_email_action) for a condition of changes - like how your BR runs. If your goal is to create a new comments field that works like work notes but still customer facing, try the following:
1. Create a new Journal Input (e.g. Internal Comments) on the table
2. Edit the activity filter to add this new input using "Configure available fields"
3. You should now have something similar to below which by default does not send notifications out
4. Edit ACLs to make this new field customer visible
