How to prevent all Problem internal notes from updating related cases and incidents

[RohitD027682673]

Hi Everyone,

Currently, we have an Internal Notes field on the Problem record.
Whenever a comment is added to this field, it is automatically posted to all related records (Incidents / Cases) via a custom Business Rule.

There is now a requirement not to post every internal note to the related records. Instead, users should be able to selectively choose which comments get propagated.

One approach we are considering is:

• Add a Boolean (true/false) field on the Problem table

• Display it on the form

• Update the Business Rule so that comments are only synced to related records when this field is true

Before proceeding with customization, I wanted to check:

Is there any out-of-the-box functionality or recommended ServiceNow pattern to control or selectively propagate internal notes to related records?

Any guidance or best practices would be appreciated.

Thank you!

[kalanidhikr]

Hello @RohitD027682673 

There is no OOB feature to selectively push internal notes from Problem to related records.

You have to go with customization for this . 

If my response helped mark as helpful and accept the solution

[RohitD027682673]

Thanks, @kalanidhikr , for the clarification.

Since customization is required, what would be the recommended approach / best practice for this use case?

Would it be better to:

1. Add a separate Journal field (for example, “Problem Internal Notes – Not for Propagation”) to capture notes that should not be pushed to related Cases/Incidents
   OR

2. Add a Boolean field (e.g. “Propagate to related records”) and modify the existing Business Rule so that internal notes are synced only when this flag is set
   
   Thank you!

[Dr Atul G- LNG]

Hi @RohitD027682673 

The journal will be larger. A good reason for this is that you could use this field—if you create it on the Task table, you could also use it in other related tables. However, this will increase double effort and add technical debt. From a process perspective, it’s better to keep what you have, as adding technical debt now could be harmful in the future. Still, if help is needed, the first option can be considered.

[Chaitanya ILCR]

Hi @RohitD027682673 ,

one alternative approach I can think of is to create a UI Action and move the logic of the BR to UI action

when it's clicked post the notes and users can choose when to click.

the boolean needs to be checked by the users manually anyway why not an UI action instead.

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya