Duplication of Additional Comments

[AD7]

Hi All,

I have written 2 Business Rules for copying comments from Case to Incident and from Incident to Case respectively. However, Comments get copied from Case to Incident but when i post a comment in Incident, same comment is displayed twice. 

Business Rules are as follows, along with the Duplicate Comment Screenshot.

Any help on this is higly appreciated.

From Case to Incident:

When to run: After Update

var latest = current.comments.getJournalEntry(1);
var notes = latest.substring(latest.indexOf(")")+1).split("/n/n");
var gr = new GlideRecord('incident');
gr.addQuery('sys_id',current.parent);
gr.query();
gs.log('Before if','AD');
if(gr.next())
{
gr.comments = "Comments updated from "+current.number+"\n"+notes;
gr.update();
}

From Incident to Case:

When to run: After Update

var latest = current.comments.getJournalEntry(1);
var notes = latest.substring(latest.indexOf(")")+1).split("/n/n");
var gr = new GlideRecord('sn_customerservice_case');
gr.addQuery('sys_id',current.u_case);
gr.query();

if(gr.next())
{
gr.comments = "Comments updated from "+current.number+"\n"+notes;
gr.update();
}

[Naresh27]

Try adding this 2 lines below and see what happens in From Incident to Case, 

From Incident to Case:

When to run: After Update

var latest = current.comments.getJournalEntry(1);
var notes = latest.substring(latest.indexOf(")")+1).split("/n/n");
var gr = new GlideRecord('sn_customerservice_case');
gr.addQuery('sys_id',current.u_case);
gr.query();

if(gr.next())
{

gr.autoSysFields(false);
gr.setWorkflow(false);

gr.comments = "Comments updated from "+current.number+"\n"+notes;
gr.update();
}

[AD7]

Hello Nari,

Thanks for the Reply!

I added those two lines in my Script. The Duplicate issue is resolved but now the comment is not getting copied to Case Ticket from Incident.

[Vikram3]

Hi AD,

Try before update. It worked for me.

[AD7]

Hi Vikram,

Thanks for the Reply!

I tried with before update but still not working!