Create Follow-Up when there are Additional Comments on Closed RITMs

[Beth19]

Hello,

I've been tasked with creating an incident ticket when a closed RITM receives an additional comment.

I created a flow to help satisfy this request as follows:

Trigger - Updated

Table - sc_request (sc_request_item was not available)

condition: additional comments changes

run trigger: once

Actions:

If state is closed complete

create incident (and specified all fields)

Is there a better way to accomplish this?

During testing my flow runs to create an incident even when a additional comments does not change.

Thank you for your time and review.

[Rafael Batistot · Accepted solution]

Hi @Beth19 

May you try via Business Rule After > Updated

1. Navigate to System Definition > Business Rules.
2. Click New.
3. Fill out the form:
   • Name: Create Incident for Closed RITM Comments
   • Table: sc_req_item
   • Advanced: Check this box.
4. In the When to run tab, set the following options:
   • When: after
   • Update: Check this box.
   • Order: 100 (or a value that ensures it runs after other relevant business rules)
5. In the Filter Conditions section, set the conditions to check for a closed RITM and an additional comment update:
   • State is Closed Complete (or your equivalent closed state)
   • Additional comments changes
6. In the Advanced tab, paste the following script into the Script field: 

Code

    // Exit if the additional comments field has not been updated by a user
    if (current.comments.changes() && current.comments.toString() == previous.comments.toString()) {
        return;
    }
    
    // Create new incident
    var inc = new GlideRecord('incident');
    inc.initialize();
    
    // Set incident fields from RITM and new comment    inc.short_description = 'Follow-up comment on closed RITM: ' + current.number;
    inc.caller_id = current.requested_for;
    inc.description = 'A follow-up comment has been added to a closed Requested Item. \n\n' + current.comments.getJournalEntry( 1 ); // remove spaces
    inc.comments = 'Original RITM: ' + current.number;
    inc.parent = current.sys_id; // Link the incident to the RITM
    
    // Optional: map other fields as needed
    // inc.assignment_group = current.assignment_group;    
    inc.insert();