Query on Fix Notes Copied from Problem to Incident

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pgvaishnav
Tera Contributor

11 hours ago

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.

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Pushpaka
Giga Contributor

10 hours ago

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

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pgvaishnav
Tera Contributor
In response to Pushpaka

10 hours ago

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

Thank you
Prajwal

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Ankur Bawiskar
Tera Patron
In response to pgvaishnav

6 hours ago

@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.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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