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!

[Ankur Bawiskar]

@RohitD027682673 

I will recommend this to keep it easy

Better to add another journal field which we be propagated rather than using OOTB journal field

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[SohamTipnis]

Hi @RohitD027682673,

There is no OOTB feature for this; however, you can use customization for this using a business rule or simply create a UI action button for this.

If you find my answer useful, please mark it as Helpful and Correct ‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10