Can we show case additional comments and worknote on INC without copying it

[anshul_jain25]

Hi All,

There is a requirement that client don't want to copy comments to and fro from case to INC, or can say parent to child ticket, so they want that if we somehow able to show the additional comments and worknotes of Case in INC so that there will not be any update on INC comments and it will be only at case level, either comment is updated in case or INC.

[GodOfWar]

Nope, You can't pull an activity log like dot-walk to a related ticket.

[Saurav11 · Accepted solution]

Hello,

If I understood you correctly you want to show the additional comment field of case on Incident form and whenever that field is updated it should update the activity in Case table and not in Incident table. Is that correct?

Is so do the below:-

On the Incident form Configure-> list layout

and then bring parent.addtional comment to the form and save it

Now whenever this field will be updated it will update the activity of the parent record which will be case and not the Incident.

Then you can just write a UI policy if parent is not empty and parent task type is case show parent.addtional comment and when parent is empty or parent task type is not case the normal addtional comment field is visible so that this only works for case.

Please mark my answer as correct based on Impact.

[anshul_jain25]

Thanks, through this i achieved my half requirement.

[Saurav11]

Hello,

If my answer helped you can you also mark it as correct.

Thanks.