Automatically add information to the comments

[Alexandre BRIGH]

Hello,

I'm studying servicenow platform and will pass the CSA in the near future.

I have some exercises related to an incident management application,

I couldnt find how to configure some requirements , i will put few of them if you could advise,

7-Automatically add the following information to the comments:"RESOLUTION NOTE: "+<resolution note>

8-The search for the proposed knowledge is done on the basis of the short description field.

[Martin iTSM · Accepted solution]

Hi Alexandre,

7 > You can use an after update business rule on the [incident] table to do so.
Conditions might be i.e. state changes to resolved and close notes is not empty (shouldn`t be empty due to UI Policy - but we could still check).



8 > Go to the dictionary of the short description field and add an attribute in the attributes related list on the bottom of the form: Knowledge search and set it to true.
that would then be valid for all tables extended from [task]. 
If it should only work for incident you can create a dictionary override for the [incident] table and set the attribute there.



Hope it helps & good luck for your CSA.

Cheers!

Martin

[Alexandre BRIGH]

Great thanks Martin

appreciated!

I posted additional questions if you could help as well 🙂