Need to copy email activities from incident to related problem record.

[mania]

Hi,

Need to copy email activities from incident to related problem record.

Can you please anyone help me.

Thanks in Advance!

[Mayur2109 · Accepted solution]

Hi @mania ,

I see you are triggering mails based on state as closed, resolved. So I tried to copy the work notes on related problem according to that. If it is so you can use the below code and modify as per your requirement. (Find ss attached)

(function executeRule(current, previous /*null when async*/) {

	// Add your code here
	var prblm = current.problem_id;
	var state = current.getDisplayValue('state');
	var prvState = previous.getDisplayValue('state');
	var code = current.close_code;
	var notes = current.close_notes;

	var workNote = "[code]<b>Incident State    </b>[/code]" +state+' was '+prvState +'\n'+' [code]<b>Resolution Code </b>[/code] '+code+'\n'+' [code]<b>Resolution Notes </b>[/code] '+notes;

	var prblmGr = new GlideRecord('problem');
	prblmGr.addQuery('sys_id',prblm);
	prblmGr.query();
	if(prblmGr.next()){
		prblmGr.work_notes=workNote;
		prblmGr.update();
	} 

})(current, previous);

Please check and Mark Helpful and Correct if it really helps you.

Regards,
Mayur Shardul

[Mayur2109 · Accepted solution]

Hi @mania ,

You can add condition in code if the any of the field is empty you can ignore it.

Regards,

Mayur Shardul

[Mayur2109]

Hi @mania ,

Do you want to copy all the work notes to related problem or just specific work notes only?  Please specify.

Regards,

Mayur Shardul

[mania]

@Mayur2109 

Once we send a email notification to incident form that particular email activity need to copy from incident to related problem record.

Thanks!

Mania

[Mayur2109]

Hi @mania ,

Can you please share any related screenshot for more clarification.

Regards,

Mayur Shardul 

[mania]

@Mayur2109 

1. I sent a email notification to incident record.

2. Once we click on the related problem.

2.That particular email activity need to copy from incident to problem record.

Thanks!

Mania