Question About field Additional Comments

[ItayB]

Hello Guys, 

This is my mission: 

"When the customer (requested for) - writes a comment (Additional comment) on the request: the comment will be copied to all open tasks."

I tried to use Business Rule but there is what happened:

* The Comment will not seen in the tasks of the RITM. 

* The Comment write twice in the SOW view and in the RITM View.

[Chaitanya ILCR]

Hi @ItayB ,

1. Either you can add setWorkflow(false) on the BR script as below 

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

    var taskGr = new GlideRecord('sc_task');
    taskGr.addEncodedQuery('request_item=' + current.getValue('sys_id') + '^stateIN1,2');
    taskGr.query();

    while (taskGr.next()) {
        taskGr.comments = current.comments;
		taskGr.setWorkflow(false);
        taskGr.update();
    }

})(current, previous);

or 

2. check if there is any BR on sc_task table which contains current.update() statement in script

use script tracer to find out which script is responsible for duplicate comments

or a flow which is duplicating the comments check if there any flows triggered and duplicating the comments

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Mohammad Danis3]

Hi @ItayB ,
Please use setWorkflowFalse() function.

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

    var taskGr = new GlideRecord('sc_task');
    taskGr.addEncodedQuery('request_item=' + current.getValue('sys_id') + '^stateIN1,2');
    taskGr.query();

    while (taskGr.next()) {
        taskGr.comments = current.comments;
		taskGr.setWorkflow(false);
        taskGr.update();
    }

})(current, previous);

 If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards,
Mohammad Danish