Set work notes from "system" in automated workflow

[vedang_vaidya]

Hi Team,

We have a Catalog Item where a user can request themselves or another User to be removed from an Assignment Group. This includes reassigning their existing tickets, if any, back to the Group. We also put in a Work Note in the ticket informing the other members of the Group to take ownership of the ticket.

I have now automated this process in the workflow. However, when the Work note is automatically saved in the ticket, it is from "the User who created the ticket". I need this comment to be from the "system".

In a workflow, how do I add a work note in a ticket that is set by "system".

Please let me know if more details are required.

Thanks & Regards,

Vedang Vaiya

[asifnoor]

Hi,

Were you not able to mention the created by in the workflow while saving the work notes? What do you mean when you say automatically saved

[vedang_vaidya · Accepted solution]

Hi again,

While browsing, I found this answer:

Insert a Timer Activity before this comment/work note workflow activity .   You can set the timer to a short duration such as 5 or 10 seconds.   Once the work note activity fires, the comment/work note user should be "System".

https://community.servicenow.com/community?id=community_question&sys_id=5af09fa9dbdcdbc01dcaf3231f96...

This has seemed to work.

@asifnoor - I meant that the work notes are added using the script itself.

[Mark Roethof]

Hi there,

This is correct. A timer for 1 second will aready perform the rest of the workflow under system.

This is also useful is the user which initiates the workflow does not have enough rights.
This is also nice for switching to async processing.

Kind regards,
Mark

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[asifnoor]

yes, this should work.

Once the timer is set, the actions are considered to be performed by the system. So in your case, if you set the timer before work notes activity, then work notes will be added as a system user.