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10 hours ago
With regards to RITMs and SCTASKS and the Additional Comments
End users have the ability to update RITM from the User Portal to add any comments, but as far as I am aware these Additional Comments do not feed into the SCTASK, which I find a bit odd that its built this way. I get that Requests can have multiple SCTASKS but if a user is asking something then it should feed into any open task.
Due to how this functionality works, is there a way like in Incidents where you see a Yellow Dot when the user has updated the Incident, is there anything like that in RITM that these can be reported on or identify when a RITM has been updated by an Additional Comment field ?
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10 hours ago
Hi @michelle kirk,
You're right, by default, additional comments added to a Requested Item (RITM) by an end user do not transfer to the associated SCTASKs. This is standard ServiceNow functionality. However, there are ways to achieve the visibility you're looking for:
The most common solution is to create a "Business Rule" in ServiceNow. This is a server-side script that can be configured to automatically copy the comments from the RITM's "Additional Comments" field to the "Additional Comments" field of all active, associated SCTASKs. This ensures that the technicians working on the tasks see the user's updates.
Once comments are being copied to the SCTASK, you can configure email notifications to be sent to the technician or assignment group when the "Additional Comments" field on the task is updated.
While there isn't a direct equivalent to the incident's "yellow dot" for RITMs, you can achieve similar visibility. By modifying the Business Rule, a custom field (e.g., a "User updated" checkbox) can be set on the RITM whenever an end-user adds a comment. This new field can then be added to list views and used as a filter for reports, allowing you to easily identify RITMs that have been updated by the user.
Try this approach, hope this helps!
Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.
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10 hours ago
Hi @michelle kirk,
You're right, by default, additional comments added to a Requested Item (RITM) by an end user do not transfer to the associated SCTASKs. This is standard ServiceNow functionality. However, there are ways to achieve the visibility you're looking for:
The most common solution is to create a "Business Rule" in ServiceNow. This is a server-side script that can be configured to automatically copy the comments from the RITM's "Additional Comments" field to the "Additional Comments" field of all active, associated SCTASKs. This ensures that the technicians working on the tasks see the user's updates.
Once comments are being copied to the SCTASK, you can configure email notifications to be sent to the technician or assignment group when the "Additional Comments" field on the task is updated.
While there isn't a direct equivalent to the incident's "yellow dot" for RITMs, you can achieve similar visibility. By modifying the Business Rule, a custom field (e.g., a "User updated" checkbox) can be set on the RITM whenever an end-user adds a comment. This new field can then be added to list views and used as a filter for reports, allowing you to easily identify RITMs that have been updated by the user.
Try this approach, hope this helps!
Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.
