Background script having setWorkflow(false) isnt updating the work notes

[chetan17421]

Hi All,

I am facing issue where Background script having setWorkflow(false) isn't updating the worknotes of the incident.

Below is the script,

var inc = new GlideRecord('incident');
	if(inc.get('problem_id', <sys_id of the problem which is related with incident>)){
		inc.work_notes = 'testing note';
                inc.setWorkflow(false);
		inc.update();
	}

Same script updates the worknotes of the incident if setWorkflow(false) condition is removed. 

In both the cases however 'sys_journal_field' tables is inserted with entry but still entry doesnt appear in Incident when setWorkflow(false) condition is used.

What can I do here If I have to update the incident record with setWorkflow(false) condition?

[Ankur Bawiskar]

Hi,

check this KB

setWorkflow(false) could only stop copying case work notes to incident work notes, but does not affe...

there is a workaround in this link; you can use that -> insert record into sys_journal_field via script

Issue with updating work notes when using setWorkFlow()

Also when setWorkflow(false) is used then no audit happens and updates won't be shown in activity log

Regards
Ankur

[Ankur Bawiskar · Accepted solution]

@chetan1742@ymail 

Thank you for marking my response as helpful.

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

Regards
Ankur