Copy Interaction Work Notes to Incident Description Immediately on Incident Creation in SOW

[Priya Singh9]

Hi All,

I’m working on a requirement in Service Operations Workspace where the user creates an Incident from an Interaction record. The goal is to automatically copy all work notes from the Interaction into the Description field of the Incident — at the moment the Incident record is opened (not after saving it).

Here’s what I’ve tried so far:
• A before insert Business Rule on Incident to copy work notes, but this only executes after the Incident is saved, which doesn’t meet the need.
• Explored CreateIncidentViewAction, but unsure how to customize it properly.

Any guidance or examples would be appreciated!

Thank you.

[Ankur Bawiskar]

@Priya Singh9 

another easy way you can try rather than touching any OOTB UI action etc

1) use onLoad client script on incident table which runs and checks if it's new record and checks the url

2) extracts interaction sysId from it, does the GlideAjax and brings all the work notes and then sets it using g_form

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

[Ankur Bawiskar]

@Priya Singh9 

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.

[Priya Singh9]

@Ankur Bawiskar Let me give it a try, thank you.