Copy comments and work notes from REQ to RITM

jtorres · ‎04-05-2018

Hi Team,

I have an implementation in which we disabled the shopping cart from the service catalog, therefore, for each REQ we have only one RITM, we now have a requirement to copy all the comments and work notes from the request to its related RITM and the related Catalog tasks, in order to improve the interaction between end users who interact in the REQ and fulfiller users who interact in the RITM. Has any of you guys worked in something like this?

Any help would be greatly appreciated.

Thank you.

Ashutosh Munot1 · ‎04-05-2018

HI,

i assume that you want to copy the comments from REQ to RITM and then RITM to SCTASK as soon as comments are inserted on REQ.

IF so then use after update BR on REQ and condition will be comments change

See below:

Condition : current.comments.changes() || current.work_notes.changes()

Script:

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

// Add your code here
var gr = new GlideRecord('sc_req_item');
gr.addQuery('request',current.sys_id);
gr.query();
while(gr.next()){
gr.comments = current.comments;
gr.work_notes = current.work_notes;
gr.update();

var tsk = new GlideRecord('sc_task');
tsk.addQuery('request_item',gr.sys_id);
tsk.query();
while(tsk.next()){
tsk.comments = current.comments;
tsk.work_notes = current.work_notes;
tsk.update();
}
}
})(current, previous);

Thanks,
Ashutosh Munot

View solution in original post

Vipin Murugesan · ‎04-05-2018

Every other field values are copied with After BR, why not Journal fields any idea?

Thanks Before BR worked.

Ashutosh Munot1 · ‎04-05-2018

HI,

Use current.u_comments.getJournalEntry(1));

IT will copy latest comments

Thanks,
Ashutosh Munot

Do mark answer as correct or Helpful

Ashutosh Munot1 · ‎04-05-2018

Check this:

https://community.servicenow.com/community?id=community_question&sys_id=9a5f72a9db58dbc01dcaf3231f96198e

Thanks,
Ashutosh

Vipin Murugesan · ‎04-05-2018

Now i have an another query, consider Parent Ticket (REQ) has two related Requested_item (RITM),

now if you need to update parent from the child, how do you query in GlideRecord.

can your provide your thoughts on this?

eg:

var gr = new GlideRecord ("sc_req_item");
gr.addQuery("request",current.sys_id); --------> this part i'm struck coz we have two values and i dont know the

RITM field values coz it is in related list in Parent table, to pass an array also i need to know values of RITM in

parent ticket.

Vipin Murugesan · ‎04-05-2018