business rule for case and incident worknotes

[Xila]

In Incident form assigned to someone then update the worknotes something in case form.

[Gunjan Kiratkar · Accepted solution]

Hi @Xila ,

How are you defining relationship between case and incident?

Is there any custom field ? Then map that in below code.

Write down business rule on incident form

When : After Update

Condition: assigned to changes AND case is not empty(your reference field)

(function executeRule(current, previous /*null when async*/ ) {

    // Add your code here
    var gr = new GlideRecord("sn_customerservice_case");
    gr.addQuery("referenceFieldOnCaseForm", current.sys_id);  //Writedown your field name from case table which refers to the incident number
    gr.query();
    if (gr.next()) {
        gr.work_notes = "Assigned To is Changes to " + current.getDisplayValue('assigned_to');
		gr.update();
    }


})(current, previous);

[Musab Rasheed]

Hello,

This is easy requirement, what have you tried so far ?

[Community Alums]

hi @Xila 

Can you pls explain your use case as case and incident are different, so exactly what you want to do??

If you want to copy-additional-comment-worknotes-from-incident-to-case, pls check below link:

https://www.servicenow.com/community/csm-forum/copy-additional-comment-worknotes-from-incident-to-ca...

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