Automatically create a work note and comment on RITM when a field in the Variables section changes

[Khill]

I've tried creating business rule client scripts to automatically create work note and comment message " Status changed to setup".  Nothing has worked. I tried  before insert business rule. I've tried after insert and update.

Example: 

Table : sc_req_item

When to Run : After - Insert

Condition: Item is laptop

Advanced:

If(current.variables.laptop == 'setup'){

current.work_note = 'Laptop has been moved to ' + current.variables.laptop;

}

Can anyone assist? 

}

[Ethan Davies · Accepted solution]

In After or Asynchronous Business Rules you need to add current.update() to ensure your changes are committed. Also, the field is called 'work_notes' not 'work_note'.

if (current.variables.laptop == 'setup') {
        current.work_notes = 'Laptop has been moved to ' + current.variables.laptop;
        current.update();
    }
}

 If you use a before Business Rule, you do not need to specify current.update().

[Ethan Davies · Accepted solution]

In After or Asynchronous Business Rules you need to add current.update() to ensure your changes are committed. Also, the field is called 'work_notes' not 'work_note'.

if (current.variables.laptop == 'setup') {
        current.work_notes = 'Laptop has been moved to ' + current.variables.laptop;
        current.update();
    }
}

 If you use a before Business Rule, you do not need to specify current.update().

[Amit Gujarathi · Accepted solution]

HI @Khill ,
I trust you are doing great.
after business rules execute following the database action (insert, update, delete). Since you want to add a work note when a specific variable changes, you should use an after-update business rule. Here's an improved version of your script:

(function executeRule(current, previous /*null when async*/) {
    // Ensure this runs only when the 'laptop' variable changes to 'setup'
    if (current.variables.laptop == 'setup') {
        // Add a work note
        current.work_notes = 'Laptop has been moved to ' + current.variables.laptop;
        // Add a comment
        current.comments = 'Status changed to setup';
        // Update the record to commit the changes
        current.update();
    }
})(current, previous);

[kumpatijagk]

Hi Amit
When sending messages from the notes section within ServiceNow, it is important to be aware that certain key details are not automatically included in the message. Specifically, the contract reference, Publisher, and name information are omitted by default.
Details to be Automatically Included
• Contract reference
• SCTask number
• Publisher
• Name information..
so they want to add these details automaticaly without manual intervention, i tried business rule but the details are not fetching , can you help me?