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.

[pgvaishnav]

Hi @Pushpaka,
Thank you for your response, Yes this was the script which i was looking for

Thank you
Prajwal

[Ankur Bawiskar]

@pgvaishnav 

Did you miss marking my response as correct as that was the solution for your original question?

Your original question was how Problem Fix Notes are Copied to INC Work notes.

This was shared by me in my earlier response.

[Ankur Bawiskar]

@pgvaishnav 
Any update to my above comment?

[pgvaishnav]

Hi @Ankur Bawiskar,

Thank you for your response, and my apologies for overlooking your previous comment. To clarify, my issue is that the work notes and resolution information are being copied at the time the problem is resolved, rather than when the OOTB UI action Communicate Fix is used.

Thank you for looking into this, it is much appreciated.

Regards,
Prajwal

[Ankur Bawiskar]

@pgvaishnav 

As per your original question you wanted to understand how Problem Fix Notes is copied to INC Work notes

that's what I shared solution for

Now if you asked some follow up question and you mark that response as correct then future members will be confused.

You can mark multiple responses as correct as per community feature

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