Communicate Workaround not appearing in Comments section of Incident record

[Joel O]

Hi everyone, 

Reviewing the Communicate Workaround option in Problem Management, I noticed that the workaround solution is not being added to the corresponding Incident ticket under the Comments section. However the Work Notes are being added accordingly. 

Looking at the 2 Script Actions (Copy Prb workaround to Inc work notes & Copy Prb workaround to Inc comments), I am seeing there is an execution being made, however only the work notes appear. Also, there has been no changes to any of the scripts, they are all OOB and both are Active, including the UI Action - Communicate Workaround

Under the Incident tickets, of course I'm ensuring the Filter Activity allows visibility of the appropriate fields, so I'm unsure of what else to troubleshoot to ensure the Communicate Workaround option is appearing to both Comments and Work Note sections of the incident ticket.

Thoughts?

[Dr Atul G- LNG]

Hi @Joel O 

Workaround get copied when Inc in new / in progress or onhold state

Fix  only when state is on hold and awaiting problem

[Joel O]

Hi @Dr Atul G- LNG 

For Workaround, all incidents related to the PRB are in one of those states you mentioned. Work Notes appear in all of the incidents but Comments do not appear at all. 

Anything else you can assist me to troubleshoot?

[Dr Atul G- LNG]

Hi @Joel O 

I tried this at my end, and as far as I know , comments ( worknotes) never get copied to incidents. Its always Work around or fix get copied in incident.

[Dr Atul G- LNG]