Issue with Sequential Work Notes Updating in RITM Records

[Aditi Jain]

Hi Everyone, Need small help:

Hello everyone,

I am encountering an issue in ServiceNow regarding the work notes for RITM (Request Item) records. When I run my script to cancel requests, I observe the following behavior:

1. Initially, the work notes are recorded separately, which is expected.
2. After the state change activity, an additional work note is added that contains the concatenated messages.

Here is the script I am using:

var ritmArray = [
    "RITM0174132",
 "RITM0174127"
];
var count =0;
for(var i=0; i<ritmArray.length ; i++){
var ritm = new GlideRecord('sc_req_item');
ritm.addQuery('number',ritmArray[i]);
ritm.query();
if(ritm.next()){
    count++;
    ritm.stage = 'Request Cancelled' ;
 ritm.state = '4';
    ritm.work_notes = 'In an effort to maintain data quality within ServiceNow, any requests older than 2 months are cancelled.  Your request has met this criteria.  Please resubmit the request if still needed.  Thank you.';
    ritm.work_notes = 'Cancelling the ritm on request of INC1882708';
    ritm.update();
}
}
gs.print(count);

I would like to understand why the initial separate work notes are recorded first, followed by a concatenated entry after the state change. Is there a way to streamline this process to avoid redundancy in the work notes?

Any insights or recommendations would be greatly appreciated!

Thank you!

[JenniferRah]

Where is this code running? In a scheduled job? I'm honestly surprised you get anything other than 'Cancelling the ritm on request of INC1882708' in your work notes, based on this code.

[JenniferRah]

I ran your code and got the same results. Very strange. When I consolidated your work_notes into one line, it seemed to work. My code:

var ritmArray = [
    "RITM0010014"
];
var count = 0;
for (var i = 0; i < ritmArray.length; i++) {
    var ritm = new GlideRecord('sc_req_item');
    ritm.addQuery('number', ritmArray[i]);
    ritm.query();
    if (ritm.next()) {
        count++;
        ritm.stage = 'Request Cancelled';
        ritm.state = '4';
        ritm.work_notes = 'In an effort to maintain data quality within ServiceNow, any requests older than 2 months are cancelled. Your request has met this criteria. Please resubmit the request if still needed. Thank you.\n\nCancelling the ritm on request of INC1882708';
		ritm.update();
    }
}
gs.print(count);