service Bridge

[kiran kumar m1]

when mapping fields for outbound and inbound in service bridge(vancouver) for incident table. on both consumer and provider ,while selecting work notes field its present in only one side of the table either src/target  ? why its not showing on both sides(work notes field) ?

[SrdanMatijevic]

If I understood you correctly, the problem is that work notes are not synced between Provider and Consumer? By default, Service Bridge is only syncing Additional comments (Customer visible) kind of notes, not the work notes since they are the internal ones

[Lowell Coleman]

Is there a work around to be able to accomplish this so that 'work notes' sync between the provider and consumer instance. In short, if our Service Desk (provider) works a ticket and documents their troubleshooting/escalation steps, Tier II teams (consumer) need to be able to reference these steps.

[SrdanMatijevic]

That's a good point. My colleague discovered that you can map the consumer work notes field to a provider work notes field but we still haven't tested it.

[Lowell Coleman]

Do you know how this was accomplished? Very interested.