Copy additional comments and work notes from case to incident and vice-versa.

[Lakshmi Prasann]

Hello Experts,

We have a requirement to copy worknotes and additional comments from incident to case and vice-versa.When I use the Business rule,it is working but additional comments and worknotes are getting updated 2 or 3 times(The same comments) in both incident and case..

Need your suggestions on this..

Thanks in Advance.

[Yousaf]

Hi Lakshmi,

You need to add additional condition in BR to prevent it from copying recursively. Change variable names according to your requirement please.

current.comments.indexOf('Worknotes added from incident') < 0;

Copy task comments and worknotes to parent request item


Reference : Copy work notes/Additional comments from Incident to Incident task and vice versa


Mark Correct or Helpful if it helps.