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

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Varshith Kuraga
Tera Guru

‎10-07-2022 08:21 PM

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?

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Mike_R
Kilo Patron
Kilo Patron

‎10-07-2022 08:47 PM

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.

Mike
* My Collection of ServiceNow Stuff *

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dwilborn
Tera Contributor

‎10-21-2022 09:58 PM

Thanks for this thread gentlemen!  I've implemented these BRs in a PDI as I have a similar requirement in my corporate environment.  I have found that if a request item has multiple tasks, only a single task is updated by any customer or agent comments on the request item.  


Comments from the tasks always get to the request item and thusly, to the customer... but not the other way around.  In my CIOs perfect world... all of these (and work notes) would stay in sync all the time.

 

Seems like something ServiceNow could help with by  allowing addition of fields from other tables to the activities filter for current table... as that seems to be the blocker. 

What's strange about the current behavior is that sc_req_item.work_notes and sc_req_item.comments are actually on the sc_task table OOTB... why oh why even put those fields on the form by default if it's just going to be blocked?

 

As a JavaScript novice at best on a good day... I'm very appreciative of any insight the community experts may be able to provide.


Thanks,

Daniel