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?

[Joel O]

Yes I get the same results as you when using the Work Around option. But as you can see on your screenshot, it is appearing as a Work Note, however based on the Script Action (Copy Prb workaround to Inc comments) it should also appear as a Comment within the Incident.

I wonder if making the Work Note Script Action InActive will force the workaround to make a comments on the Incident ticket. 

Looking at the Script Actions and under the Recent Handler Stats related links tab, it shows that it executed. Can you confirm on your end for this Script Action (Copy Prb workaround to Inc comments) that you see an event executed?

[Dr Atul G- LNG]

Hi @Joel O 

It might be wording or terms and I agree it is confusing, Comments here means in work notes, not the additional comments. 

[Joel O]

Update: Making the work note Script Action Inactive didn't make a difference.

[Dr Atul G- LNG]

Hi @Joel O 

I am not that technical, might log a new support case help you to get the deep dive.

[Joel O]

Thanks @Dr Atul G- LNG 

I was already leaning towards this solution if I didn't find any responses here in the Community. 👍