Best practice to update Catalog task additional comments on respective Requested ITEM & Req?

[Varshith Kuraga]

I want to update any additional comments on the catalog task to its respective requested item and request for a particular Catalog item. Is it good practice? if yes, what is the best way to implement it?

[Mike_R · Accepted solution]

A lot of customers like to sync the RITM and SCTASK comments. Here's how you can do that

https://www.servicenow.com/community/it-service-management-articles/copy-additional-comments-from-ri...

I wouldn't copy the comments to the REQ though because a REQ can contain multiple RITMs so unrelated sctask notes might confuse people.

[Varshith Kuraga]

Thank you, Mike, for the quick reply. If I can control to the specific catalog item, it should be good correct? I respect your suggestion NOT to use it for every catalog item, but I want to add filter conditions for specific items. 

[Varshith Kuraga]

Also, i'm integrating with CSM using CSM integration with Request management. com.sn_cs_sm_request

so my plan is to show RITM & SC task additional comments on Request which will eventually show it on Case where our customers will have access to it. Trying to track only Cases instead of REQ, RITM & TASK for external customers. any thoughts?

[Mike_R]

That makes perfect sense and is a good idea. In that case, I would copy the comments to the request like you planned.