How to Sync Additional comments and Work notes between Release and RITM ?

[Jeff60]

Hello everyone.

My question is about Release (rm_release) and Request Item (sc_req_item).

Currently, i have a Request item on my Catalog.
The workflow linked to this one create a Release (by script) and link the Request item to the Release.

Problem is :
My client communicate through the additional comments on the RITM
but my agent can't see all the Additional comments on the Release.

Maybe, is it possible to sync Comments and Worknotes between my RITM and my Release ?!

Thanks in advance for your help 😉

[Ankur Bawiskar]

Hi,

You would require 2 business rules after update on both the tables

I assume you have link between those 2 tables via field

1st BR - After update on RITM

Condition: comments changes

Script:

1) Query Release and update the comments

2nd BR - After update on Release

Condition: comments changes

Script:

1) Query RITM and update the comments

Regards
Ankur

[Ankur Bawiskar · Accepted solution]

Hi,

refer below links for help as well where you will get script help

Syncing Comments on Requested Item and Catalog Task

Sync'ing RITM and SCTASK work notes \ additional comments

Copying RITM worknotes and comments to TASK are generating duplicate comments on RITM activity

Regards
Ankur

[Ankur Bawiskar]

@Jeff 

Hope you are doing good.

Let me know if I have answered your question.

If so, please mark appropriate response as correct & helpful so that this thread can be closed and others can be benefited by this.

Regards
Ankur