Synch comments and work notes

[Jakob Anker]

Do you know what pain is?

Synchronizing additional comments and work notes across related records.

A real-life example is when you need to ensure that approvers, fulfillers, and service desk have the same information available to ensure that unnecessary business processes are kept to a minimum.

Many of you probably have tried to develop something yourselves, only to find that you have started a recursive loop-from-hell where a comment is passed back and forth between related records.

Here is a simple solution without additional field and field checks.

You should be able to do this both in a flow and in a business rule. I have included an example of a business rule configuration.

Make a business rule with the following condition

var comment = current.comments+""; comment.indexOf('<div style="display:none;">#synched#</div>') == -1

And the following script (introduces an invisible HTML tag that we can evaluate upon to avoid recursive updates)

var grSCTask = new GlideRecord("sc_task");
grSCTask.addQuery("request_item", current.getValue('sys_id'));
grSCTask.query();
while (grSCTask.next()) {
grSCTask.comments = current.comments + '[code<div style="display:none;">#synched#</div>[code]';
grSCTask.update();
}

Make a business rule like this on the related table; voila, you have 2-way synch.

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