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

JC S_ · ‎07-07-2017

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).

Ujjawal Vishnoi · ‎07-07-2017

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

View solution in original post

JC S_ · ‎07-07-2017

Thanks. Though the second option you mentioned can be more short by using what jaspalsinghchot mentioned above:

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

Sachin58 · ‎03-20-2019

I tried with below piece of code but its still not reflecting in incident..only the sys_journal_field is updated..

var gr=new GlideRecord('incident');
gr.setWorkflow(false);
if(gr.get('05b10fd9db9c3300b75573278c9619b8'))

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

Joe72 · ‎07-28-2019

setWorkflow(false) prevents journal fields from being updated sadly.