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Copy comments and work notes from REQ to SCTASK and SCTASK to REQ?

Community Alums
Not applicable

‎03-16-2021 04:03 AM

Hi All,

I am currently configuring our Service Catalogue.  For each REQ there will be 1 RITM and 1 SCTASK.

The end user will use the REQ via the portal to receive updates/add comments.

The fulfiller will use the SCTASK to complete the task/view and update comments to the end user.

Can it be set so any comments added to the REQ will also be added to the SCTASK and any updates on the SCTASK will be added back to the REQ?

Thanks,
Alex

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10 REPLIES 10

Ryan S
Kilo Sage

‎03-19-2021 12:33 PM

Are you really sure you want to do this? You've just removed the ability for your agents to record internal notes. The entire purpose of the 'Work Notes' is so it's NOT customer visible. That's why 'Additional Comments (Customer Visible)' is a separate field. Yes it's sometimes annoying to have to flip back and forth between the SCTASK and RITM, but that's part of the core system design.

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