How to write to Additional Comments on Incident form in a Business Rule?

[gjz]

I have a requirement to split the resolution field on an Incident into internal and customer facing resolution notes and to make the customer facing resolution notes visible to the customer on the Service Portal.  Since I don't want to modify the Service Portal widget, I chose to use a business rule to copy the customer facing resolution notes to the Additional comments (customer facing) on the incident form.  However, the activity log marks it as a field change and does not add it to the customer notes.  Can anyone help me get it to work?

On before Insert or Update Business Rule: (I tried both lines of code, neither works)

Resolution notes on the INC ticket: (I want "customer resolution notes" to display in the Service Portal)

What it looks like on the INC ticket in the activities formatter: (scroll to the right to see how it's recorded in the activities formatter)

Here is what the user sees on the Service Portal: (you have to scroll to the right to see the rest of this, too)

TIA!

[SanjivMeher]

current.comments = current.close_notes;

Should work in a onBefore Business rule.

Are you sure 'close_notes' is the correct field?

Also add below and try

current.comments = current.close_notes;

current.comments = 'Testing my notes';

[gjz · Accepted solution]

For those who may be looking for the answer, I finally found it.

current.comments.setJournalEntry('Resolution:\n' + current.close_notes);