Copy Additional Comments from Request to RITM

[TStark]

Can anyone provide some insight on the proper script for the Business Rule that will allow Additional Comments created on the Request to automatically copy to the RITM? I tried using the following with no luck.

Create an after business rule on sc_request table

-When: after insert and update
-Conditions: Additional comments changes
-Script:

var gr= new GlideRecord("sc_req_item");

gr.get(current.getValue("request_item"));

gr.comments=current.comments.getJournalEntry(1);

gr.update();

Thanks,
AJ

[TStark]

Hi Janos,

Thanks, but I wasn't able to get your script to work neither. See screenshots below.

[-O-]

I don't see where Additional comments has been updated. I see an e-mail attached to the current record, but I see no Additional comments that have been generated from it. Maybe it is off-screen-shot, but not in-screen-shot. That is just a mail, not an Additional comment.

[Ankur Bawiskar]

Hi,

try this

I consider you are saving the REQ once comments are changed and not using post button to submit comments

(function executeRule (previous, current) {

	var comment = current.comments.getJournalEntry(1);
	var gr = new GlideRecord("sc_req_item");
	gr.addQuery('request', current.getUniqueValue());
	gr.query();
	if(gr.next()) {
		gr.comments = comment;
		gr.update();
	}

})(previous, current);

Regards
Ankur

[TStark]

Hi Ankur,

Your script doesn't work when the requester replies via email but it does when the requester replies via the portal. This is probably the case with Saurav's and Janos' scripts. However, copying the comments from Req to Ritm when a requester replies via email is what I need help with. Sorry for leaving that out. I didn't think about that scenario since, right now, all of our users communicate via email.

Any ideas on how to resolve this for email replies?

- AJ

[Ankur Bawiskar]

Hi,

Did you verify the BR runs when comments are updated via inbound?

Regards
Ankur