Query on Fix Notes Copied from Problem to Incident

[pgvaishnav]

Hi Team,

I am trying to understand from where the Problem Fix Notes are being copied into the Incident Work Notes.

Scenario:
When an Incident is in On Hold – Awaiting Problem state, and the linked Problem record gets resolved, the Fix Notes from the Problem are automatically copied into the Work Notes of the Incident, and the Incident is then resolved.

I have been trying to identify where this behavior is being triggered from (Business Rule, Flow, Workflow, Script Include, etc.), but so far I haven’t been able to locate it.

Could you please help me identify where this update is happening?

Thanks in advance.

[Ankur Bawiskar]

@pgvaishnav 

seems you missed my below response which answers your original question -> how and from where fix notes are copied to work notes

You need to check any after update BR, Flow or Workflow is copying the other fields from PRB to INC

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@pgvaishnav 

Here is your answer

-> When user clicks OOTB UI Action "Communicate Fix", it triggers an event "communicate.fix" and value from fix_notes is passed to that event

A script action is linked with this event and gets triggered when event is processed 

UI Action

Script Action: It grabs the value of fix_notes and then sets that in work_notes of INC

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[pushpaka111]

Hi @pgvaishnav ,

There is a Business rule on problem table "Raise an event when State changes " which triggers an event  " problem.state_change" , this event triggers a script action " Update Incident when Problem closes", which updates the fields on incident which you were mentioning above.

Thank you
Pushpaka

[pushpaka111]

Hi @pgvaishnav ,

There is a Business rule on problem table "Raise an event when State changes " which triggers an event  " problem.state_change " , this event triggers a script action " Update Incident when Problem closes", which updates the fields on incident which you were mentioning above.

Thank you
Pushpaka

[Pushpaka · Accepted solution]

Hi @pgvaishnav ,

There is a Business rule on problem table "Raise an event when State changes " which triggers an event  " problem.state_change" , this event triggers a script action " Update Incident when Problem closes", which updates the fields on incident which you were mentioning above.

Thank you
Pushpaka