Worknotes is not getting updated

Drishti · ‎10-05-2025

Hello Community ,

There is one Date field on HR case form. The date value entered in the date field, when matches to todays date then state should change to WIP and work-notes should get updated with comments.

The challenge is here - I have created one scheduled script so that when date matches to todays date then state should change along with that work-notes should get updated. But this work-notes is not getting updated every time. Like sometimes , it work and sometimes it won't.

I also tried different way of script like setting work-notes without setWorkflow(false) then calling a function where I am setting state value along with setWorkflow(false).
But this too is not working.

My script :

var grCase = new GlideRecord('sn_hr_core_case');

grCase.addEncodedQuery(MYQUERY);

grCase.query();

while (grCase.next()) {

grCase.work_notes = " MY COMMENTS FOR WORKNOTES";

grCase.update();

setStateValue(grCase);

}

function setStateValue(hrCase) {

hrCase.setValue('state', '18');

hrCase.autoSysFields(false);

hrCase.setWorkflow(false);

hrCase.update();

}

I have multiple BR and notification on condition of "State changes to WIP" . So, if I won't use setWorkflow(false) then that too will create an issue.

Please guide how can I achieve this.

Thanks !

NityaB161013953 · ‎10-05-2025

Hi @Drishti,

The issue is: setWorkflow(false) prevents all business rules — including system logic that updates journal fields like work_notes. That’s why your comments sometimes disappear.

Here’s the clean, reliable solution 👇

✅ Final Working Script

var grCase = new GlideRecord('sn_hr_core_case');
grCase.addEncodedQuery(MYQUERY);
grCase.query();

while (grCase.next()) {
    // Store Sys ID before manipulating workflows
    var sysId = grCase.getUniqueValue();

    // Step 1: Update work notes safely (with workflow ON)
    grCase.work_notes = "MY COMMENTS FOR WORKNOTES";
    grCase.update(); // Let this trigger normally (ensures notes get written)

    // Step 2: Update state quietly (no notifications, no BRs)
    var grSilent = new GlideRecord('sn_hr_core_case');
    if (grSilent.get(sysId)) {
        grSilent.setWorkflow(false);
        grSilent.autoSysFields(false);
        grSilent.setValue('state', '18'); // WIP
        grSilent.update();
    }
}

🔍 Why this works

The first update writes work notes correctly because setWorkflow(false) is not used.
The second update (separate GlideRecord instance) changes state silently — no BRs, no notifications, no duplicate triggers.
Using a fresh record (grSilent) ensures no workflow caching or update conflicts.

⚠️ Notes

Don’t try to set both fields in one update if setWorkflow(false) is true — that’s why you saw inconsistency.
Keep the “silent” update isolated to avoid blocking journal updates.
Make sure your scheduled job runs with a user who has rights to update HR Cases and journal fields.

View solution in original post

Ankur Bawiskar · ‎10-05-2025

@Drishti

the script I shared should update work notes and state both.

Any BR is stopping the update to work_notes field?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Drishti · ‎10-05-2025

I do have tried the same script in my first attempt then tried the script posted by me.
There are several communities link saying that work-notes are journal entries which gets updated by BR only. So, if we will write setWorkflow(false) then this will not work as expected .

On the same time, we have to update state value as well which will fire other BR and notification satisfying the conditions

Ankur Bawiskar · ‎10-06-2025

@Drishti

yes got it.

It's an OOTB behavior.

then try this other workaround and insert record into sys_journal_field table

var grCase = new GlideRecord('sn_hr_core_case');
grCase.addEncodedQuery(MYQUERY);
grCase.query();

while (grCase.next()) {
    grCase.setValue('state', '18'); // WIP
    grCase.setWorkflow(false); // Avoid triggering BRs if that's intended
    grCase.autoSysFields(false); // Prevent auto-update on sys fields
    grCase.update();

    // insert data into table
    var rec = new GlideRecord('sys_journal_field');
    rec.initialize();
    rec.name = grCase.getTableName();
    rec.value = 'MY COMMENTS FOR WORKNOTES';
    rec.element = 'work_notes';
    rec.element_id = grCase.sys_id;
    rec.insert();

}

If my response helped please mark it correct and close the thread so that it benefits future readers.

Ankur Bawiskar · ‎10-06-2025

@Drishti

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Drishti · ‎10-06-2025

@Ankur Bawiskar
sys_journal_field is having lots of records and may hamper system performance.