How to Copy Problem record Work Notes into Related Incident work notes

chanikya · ‎07-17-2018

Hi,

Not working my BR script

After

Condition: current.work_notes.changes()

var updateInitiatedBy = updateInitiatedBy || current.sys_id.toString();
(function executeRule(current, previous /*null when async*/) {

// Add your code here

if(updateInitiatedBy == current.sys_id.toString()){
var gr = new GlideRecord('incident');
gr.addQuery('problem_id',current.sys_id);
gr.query();
while(gr.next()){
gr.work_notes = current.work_notes;
gr.update();
}
}

georgimavrodiev · ‎07-18-2018

Or you can use the same Business Rule as for Incident Work notes -> simply specify a second variable:

(function executeRule(current, previous /*null when async*/) {

// This Business Rule ensures that if there is a Parent Problem record, which has one or more Incidents records associated to it as Child Incidents or Problem Task(s) -> then, whenever the Work notes of the Problem get updated -> the Work notes of all Child Incidents & Problem Tasks will be updated accordingly with the same text;

// var rec = Child Incident(s);
var rec = new GlideRecord("incident");
rec.addQuery("problem_id", current.sys_id);
rec.addActiveQuery();
rec.query();
while (rec.next()) {

rec.work_notes = "Incident Work note copied from Parent Problem" + ':' + current.work_notes.getJournalEntry(1); // //Choose a text of your own, which suits you;
rec.update();
}

// var prtask = Child Problem Task(s);
var prtask = new GlideRecord("problem_task");
prtask.addQuery("problem", current.sys_id);
prtask.addActiveQuery();
prtask.query();
while (prtask.next()) {

prtask.work_notes = "Problem Task Work note copied from Parent Problem" + ':' + ' ' + current.work_notes.getJournalEntry(1);
prtask.update(); //Choose a text of your own, which suits you;
}

})(current, previous);

Best Regards,
Georgi Mavrodiev

IT Consultant
Do IT Wise Bulgaria

You may visit us in our Web Site: www.doitwise.com

View solution in original post

chanikya · ‎07-18-2018

if we update Work Notes in PTASK0010004 that worknotes should copy into Problem..

but here problem is work notes are copied into PTASK0010005 task tooo

i hope can we able to restrict copying into PTASK0010005

georgimavrodiev · ‎07-18-2018

Chanikya,

Please read my above update carefully.
I explicitly mentioned explicitly what you should do in case of duplication or the same situation in which you are in.

To deal with it - update the Conditions of both Business Rules: Advanced > Condition: current.work_notes.indexOf('###')<0
And add ### into the texts lines of their scripts like

By updating the BRs with the above changes -> you will ensure that no duplication of the work notes will appear in the Parent Problem or its Child Incidents & Child Problem Tasks. Also, you will ensure that when a Problem Task work notes get updated to its Parent Problem -> these work notes will not be also updated in any other of Child Problem Tasks or Child Incidents.

Best Regards,
Georgi Mavrodiev

IT Consultant
Do IT Wise Bulgaria

You may visit us in our Web Site: www.doitwise.com

chanikya · ‎07-18-2018

Thanks for your Clarification

georgimavrodiev · ‎07-18-2018

Chanikya,

I suppose this query of yours has been covered.
If so, then I will appreciate if you mark the treat as completed by selecting a correct answer, so other members may use the topic for references in future cases.

Thanks!

Best Regards,
Georgi Mavrodiev

IT Consultant
Do IT Wise Bulgaria

You may visit us in our Web Site: www.doitwise.com

chanikya · ‎07-18-2018

can you help me on this thread

every thing is working perfect , but small issue..

https://community.servicenow.com/community?id=community_question&sys_id=2a700af2db9797402be0a851ca9619d2