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05-14-2019 05:42 AM
I have been trying to find how does the 'Communicate workaround' and 'Communicate fix' work in the Problem module in Madrid version. I went through the docs.servicenow.com and found that when we click on communicate workaround link the problem number and the content of the Workaround field are added to the activity stream on all related incidents. By default, any entries made in an incident activity stream field generate an email notification to the Caller that you mention on the Incident form. But nothing is copied to the related incident when I do that and no notification is triggered. Can anyone please explain the scenario how both of the links work? Thanks.
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05-14-2019 05:56 AM
In Madrid, both of these UI Actions trigger events that then run Script Actions. Look in the UI Actions for the event names, and then search for that event in the Script Actions. Basically, they search for incidents that are in an On Hold state of Awaiting Problem, and will update the incident with the information from the problem.
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05-14-2019 05:56 AM
In Madrid, both of these UI Actions trigger events that then run Script Actions. Look in the UI Actions for the event names, and then search for that event in the Script Actions. Basically, they search for incidents that are in an On Hold state of Awaiting Problem, and will update the incident with the information from the problem.
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05-14-2019 06:33 AM
Hi Tim,
Thanks for your reply..I tested communicate fix and workaround now and its working
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10-18-2019 08:52 AM
Basically, they search for incidents that are in an On Hold state of Awaiting Problem, and will update the incident with the information from the problem.
The incident state On Hold state of Awaiting Problem is key here, the state other than this will not trigger the activity on associated incident which in turn will not trigger the email notification.
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05-14-2019 05:58 AM
Both "Communicate workaround" and "Communicate Fix" work essentially the same way.
- The UI action takes the value in the pertinent field (e.g. 'work_around' or Resolution Information > Fix notes)
- Places that value in the activity stream of the related incidents
- The system notification to the incident caller is triggered with the newly added entry in the activity stream
