How do you automatically add a work notes to an incident when it's first created?

[Antonie]

Hi, I'm quite new to the snow dev platform and have a simple request that I can't seem to get it to work correctly: I need to create an automatic work notes (e.g. say “This is an auto-generated message") when an incident of category Network is created by user. How/where do I do it?

I've tried adding in the business rule but doesn't get it to work.

A related question: if I assign this Network incident to a group automatically upon submitting the ticket, can the work notes be created automatically based on the group that I have pre-assigned instead of checking the category?

Thank you.

[Akshay H Mulky]

Hi Antonie,

You can use onSubmit Client Script:

function onSubmit() {
	
	var groupSysId = '9040c7d42fd6181092ac235df699b602'; //sysId of Group
	var category = 'network';
	
    if ((g_form.getValue('category') == category) ||
        (g_form.getValue('assignment_group') == groupSysId)) {
        g_form.setValue('work_notes', "This is an auto-generated message");

    }

}

[Antonie]

Hi Akshay, may I know where I can add this onSubmit() or onChange() methods in the portal?

[Akshay H Mulky]

Hi Antonie,

Right click on gray header ---> configure ---> client scripts

  

[Antonie]

Thanks Akshay, but the work notes is not shown onto the record when i check it again..

[Akshay H Mulky]

Because post save work notes will showup in the activities: