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]

I assume that based on the Filter Conditions the BR should run whenever Additional Comments change on the Req. Not sure how to verify based on inbound emailed comments.

Thanks,
AJ

[Ankur Bawiskar]

try to process some inbound email and check if BR runs.

Ideally it should trigger when comments changes

Regards
Ankur

[TStark]

I checked the Email Log on the test email I sent for additional comments and their are no mentions of a Business Rule in the log of the specific email in question.

Thanks,
AJ

[Ankur Bawiskar]

Ideally the BR should trigger when comments changes be it from UI or from inbound action

When inbound email is received did you verify comments got changed?

you can verify that by checking the history of the record and check the timing of inbound email

Regards
Ankur

[TStark]

Yes the Additional Comments were added to the Request when an email was sent/replied to the email associated with the open Request.

AJ