Business Rule to copy additional comments from sctask to ritm is not working

[Kasia5]

Hi All,

I have two business rules:

1. Copy additional comments from ritm to sctask

2. Copy additional comments from sctask to ritm

First one is working fine and looks as below:

• Before Insert/Update
• Order 100
• Condition: Additonal comments changes
• Script:

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

  //To Copy the Additional Comments from RITM to SCTASKs
  var compare, ritm_comment2, ritm_comment, task_comment2, task_comment;
  ritm_comment = current.comments.getJournalEntry(1);

  //Remove timestamp and name from additional comment
  var regex = new RegExp('\n');
  var i = ritm_comment.search(regex);
  if (i > 0) {
  ritm_comment2 = ritm_comment.substring(i + 1, ritm_comment.length);
  }

  var task_gr = new GlideRecord('sc_task');
  task_gr.addQuery('parent', current.sys_id);
  task_gr.query();

  while (task_gr.next()) {
  task_comment = task_gr.comments.getJournalEntry(1);

  //Remove timestamp and name from additional comment
  var i1 = task_comment.search(regex);
  if (i1 > 0) {
  task_comment2 = task_comment.substring(i1 + 1, task_comment.length);
  }
  compare = ritm_comment2.indexOf(task_comment2);

  if (compare == -1) // If No match found
  {

  task_gr.comments = "RITM Comments for " + current.number + " : " + ritm_comment2.trim();
  task_gr.update();
  }
  }
  })(current, previous);

The second one is not working and it looks as below:

• Before Insert/Update
• Order 100
• Condition: Additonal comments changes
• Script:

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

  var grreq = new GlideRecord('sc_req_item');
  grreq.addQuery('sys_id', current.getValue('request_item'));
  grreq.query();
  if (grreq.next()) {

  grreq.setWorkflow(false);
  grreq.comments = current.comments;
  grreq.update();

  }
  })(current, previous);

Any suggestions what can be wrong?

Thanks in advance!

[RaghavSh]

Put grreq.setWorkflow(false); after grreq.update(); and try.

[Kasia5]

Now I have:

To copy additional comments from sctask to RITM:

Before Insert/Update, Additional Comments changes, and script:

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

var gr_parent = new GlideRecord('sc_req_item');

if (gr_parent.get(current.parent)) {
gr_parent.comments = current.comments;
gr_parent.update();
gr_parent.setWorkflow(false);
}

})(current, previous);

And is working fine but I have duplicated additional comments as below:

SCTASK:

RITM:

[RaghavSh]

Yes this is known issue so for this you will have to make below changes in conditions.

1. The BR on RITM: add one condition that requested for is javascript:gs.getUserID(); Reason for this is that, on ritm only requested for user makes any comment.

2. The BR on task table: add one condition that requested for is not javascript:gs.getUserID(); Reason for this is that, on task only support group members add comments and not the end users.

If these conditions are not added, then will always duplicate the comments.

Please mark the answer correct/helpful accordingly.

[ersureshbe]

Hi, Can you test your script in background script. If it is working fine there is no issue in the script. 

Check the Business rule table name

Check the order of the business rule

Check the same script with 'Before' and ' After'