How to post comments on associated inc from prb

[achen]

Hello,

We have incidents that are associated with problem tickets that are not being updated with information when comments are added to the problem.  Is there a way to add the comments from the problem into the incidents?

Thank you,

Alex

[Sumanth16]

Hi @achen , 

Create business rule on problem table with update check box enabled with required condition. And query incident table in script with the associated incident. Add below line in script:

current.comments.setJournalEntry('Resolution:\n' + current.close_notes);

Plz mark my solution as Accept, If you find it helpful.

Thanks & Regards,

Sumanth meda

[SN_Learn]

Hi @achen ,

Create 'async' business rule as below:

In the Advanced section, paste the below:

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

    updatePrbRelatedInc();

    function updatePrbRelatedInc() {
        var incRec = new GlideRecord("incident");
        incRec.addQuery("problem_id", current.sys_id);
        incRec.query();
        while (incRec.next()) {
            incRec.comments = current.comments.getJournalEntry(1);
            incRec.update();
        }
    }

})(current, previous);

Result:

2 incidents are attached to PRB

Updated the customer update in PRB:

Linked Incidents are also showing the same update:

Mark this as Helpful / Accept the Solution if this helps

[SN_Learn]

Mark this as Helpful / Accept the Solution if this helps

[SN_Learn]

Mark this as Helpful / Accept the Solution if this helps

[SN_Learn]

Mark this as Helpful / Accept the Solution if this helps

[SN_Learn]

Mark this as Helpful / Accept the Solution if this helps