How to display all close notes to end users ?

[nehamendon]

Hello,

My instance is configured in a way where Requesters without role are only able to see "close notes" field when the Incident is resolved.

Close notes contain information added by the consultant at the time of resolving the incident.

If a Requester reopens an Incident and the consultant resolves it for 2nd time, the new close notes added are visible in the field.

However, my requirement is to display to the requester all the close note comments that are added by the consultant each time the ticket is reopened and resolved.

[Alikutty A]

Hi Neha,

Close notes is a string field OOB and it does not captures or stores the previous value. You have to create a new Journal Input field to capture the history (similar to Additional comments) and then use it instead of close notes.

Or else the value changes will be available on form history or the audit table.

Thanks

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[oharel · Accepted solution]

Hi Neha,

If I am not mistaken, the field is string type, not journal.

I'd suggest copying to additional comments or internal work notes and send that to the customer, but then you'd get a whole bunch of comments, not necessarily directly related to resolving or re-opening the ticket.

So if I had to do what you request, I would probable create a journal field, visible or not to the customer, and copy into it the close notes every time the close notes field changes and send that to the customer. Then add a reference to it in the outgoing email. Naturally, since it will only contain the information you need, it will always be relevant to the customer.

Let me know if you need more assistance.

harel

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[nehamendon]

Thanks Harel and Alikutty,

I created a new Journal field and a client script to copy data from close notes to this new field.

It worked !! I am able to see the list of all close notes entered.

Regards,

Neha

[Rajshekhar Pau1]

Hello Neha,

Please use the following script on the Incident table to retrieve all the values of the Close Notes for the current Incident:

var gr= new GlideRecord('sys_audit');

gr.addEncodedQuery('fieldname=close_notes');

gr.addQuery('documentkey', current.sys_id);

gr.query();

while(gr.next()){

gs.print(gr.newvalue); // Output the result.

}

If you are using any Email notification to show the Close Notes to the end user(caller), then include this code in a mail_script and include it in your Email Notification to display the same to the users.

Hope this helps.

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Thanks,

Rajshekhar Paul