How to post additional comment on Record Producer or RITM

giuseppefalcone · ‎05-15-2024

Hi all,

this is my use case: the incident/RITM will close automatically at submit sending a notification mail to user who open it.

It's also needed to add a comment and resolution note with the same content of notification.

I've got a problem with additional comments: if i wrote

current.comments = "example comments";

i can see the comment, but it's posting this as a user, not as a system. I want to post these comments as a system or as another specific user.

I have also tried the below solution, but it didn't work.

current.comments.setJournalEntry('example of comment', 'system');

thank you

Amit Verma · ‎05-15-2024

@giuseppefalcone

Tried Filipe's solution. It is working as expected. Refer below screenshots :

In your case, you need to pass the comment dynamically so you can follow below approach. In your Script action, store the event parameter 1 value in a variable and pass it to the comments field.

and while calling the event in your record producer, pass the comment as a parameter as shown below :

Please mark this response as correct and helpful if it assisted you with your question.

View solution in original post

giuseppefalcone · ‎05-17-2024

thank you, it's working. i've only made a change on the script action at the line 7:

gr.commets += inputComment;

thanks again for your help 😊