Add incident work notes and comments to incident task form and notification

[tmaxey1]

Good morning,

I have been tasked with putting the incident comments and work notes onto the incident task notification email. I found a script that I believe can be modified for the task, but I thought I'd see if there was a better solution out there in the community before I committed to this path.

https://community.servicenow.com/community?id=community_question&sys_id=4f8bc761db9cdbc01dcaf3231f96...

Thank you in advance!

Tyler

[Ashutosh Munot1]

Hi,

Please tell me one thing. Do you want to update it on incident form or notification on that incident form.

Also when is that incident task notification triggered.

Thanks,
Ashutosh Munot

[tmaxey1]

Ideally, it'd update when I create the task. Right now, our frontline support owns incidents and tasks our upstream teams with tasks; the upstreams would like to see what's come before when they get the incident_task notification.

[Community Alums]

You could use something like this:

var journalString = "";   
    var actObject = new GlideRecord('sys_journal_field');   
    actObject.addQuery('element_id', <incident.sys_id>);   
    actObject.query();   
    journalString = '';  
     
    while( actObject.next() ) {  
         
        journalString += actObject.sys_created_on + ' - ' +  
            actObject.sys_created_by + ' (' + actObject.element + ')\n' +  
            actObject.value + '\n\n';  
         
    }  

The output of 'journalString' would contain all comments and worknotes currently belonging to the Incident.

Obviously, you'd need to modify this a bit to fit your needs. 

Hope that helps!

Tim

[tmaxey1]

Tim, this looks great. Thank you!