How to add a comment/work_note using script on Service Portal

[JC S_]

We are trying to put a button on ticket form of Service Portal that once clicked will add an additional comment or a work note to the current incident being viewed.

We tried the following code on our if statement when the button is clicked but nothing is being added on the incident:

gr.setValue('work_notes', "The caller did not feel that this issue was resolved.");
gr.setValue('comments', "Please reopen this incident.");
gr.setValue('state', 2);

However the code on line 3 is working just fine (this if statement is inside another if statement which checks if the current table is the incident table).

[Jaspal Singh]

Hi Jimboy,

Try using below code,

gr.comments.setJournalEntry('Please reopen this incident.');

Thanks,

Jaspal Singh

Hit Like or Correct on the impact of response.

[Samuel Rubens]

Its works \o/

[anurag92]

Set Value won't work in this case.

You can use:

gr.comments = "Please reopen this incident.";

[Ujjawal Vishnoi · Accepted solution]

Hi Jimboy,

You can replace the code with either of the below blocks.

gr.work_notes="The caller did not feel that this issue was resolved.";  

gr.comments= "Please reopen this incident.";  

gr.setValue('state', 2);  

gr['work_notes'].setJournalEntry("The caller did not feel that this issue was resolved.");

gr['comments'].setJournalEntry("Please reopen this incident.");

gr.setValue('state', 2);  

Both will work.

Hope this helps.

Regards

Ujjawal