Case to incident work_notes

[M_iA]

We use the case management module in our business and we have users that have the case agent roles, but dont have ITIL.

From cases, we create related incidents where something is broken and those are assigned to our engineers who fix the issues.

We have business rules set up that copy additional comments and work notes from the case to the incident.

However, there are some circumstances where an agent who doesnt have ITIL will add a work note and because they dont have ITIL, the BR to copy the work note across doesnt write as they dont have the permission to do so.

What would you suggest as best way forward to resolve this and allow those non ITIL users to be able to add work_notes which copy across?

[Dr Atul G- LNG]

Hi @M_iA 

Try giving thrm only Incident _ write role.

[Ankur Bawiskar]

@M_iA 

please share your BR configuration and script being used to copy so that I can help further.

you should use GlideRecord in your BR script and it doesn't evaluate ACL and it should allow the copy

If my response helped please mark it correct and close the thread so that it benefits future readers.

[M_iA]

@Ankur Bawiskar, thats what I thought, but without ITIL, it just isnt copying across. Here is the code we are using:

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

	var caseWorknotes = current.work_notes.getJournalEntry(1);
	var relIncident = new GlideRecord('incident');
	relIncident.addQuery('sys_id', current.u_parent_incident);
	relIncident.query();

	if(relIncident.next()){
		// there could be more than one			
		if (caseWorknotes.contains(relIncident.number.toString())) {
			current.work_notes.replace('');
		} else {
			relIncident.work_notes = current.number + ' - '+caseWorknotes;
			relIncident.update();
		}
	}
})(current, previous);

[Ankur Bawiskar]

@M_iA 

seems your query is not working

try this

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

    var caseWorknotes = current.work_notes.getJournalEntry(1);

    var relIncident = new GlideRecord('incident');

    relIncident.addQuery('sys_id', current.u_parent_incident);

    relIncident.setWorkflow(false); // this will disable OOB query BR

    relIncident.query();

    if(relIncident.next()){

        // there could be more than one        

        if (caseWorknotes.contains(relIncident.number.toString())) {

            current.work_notes.replace('');

        } else {

            relIncident.work_notes = current.number + ' - '+caseWorknotes;

            relIncident.update();

        }

    }

})(current, previous);

If my response helped please mark it correct and close the thread so that it benefits future readers.