i have a br which updates comments from ritm to incident and vice -versa.

[Debasis Pati]

Hi,

i have a br which copies the additional comments from ritm to incident.

i have a another br which copies additional comment from incident to ritm.

now the issue is because there are two business rules if i strt commenting ritm it copies to incident but the 2nd business rule again copies the same to incident.Now how to restrict i need both the br because the requirement is 2 way.

@Ankur Bawiskar any suggestions???

Regards,

Debasis

[Saurabh Gupta]

Hi,

You can append the ticket number while copying the comment.

After this you can check in the BR, latest comment that you want to copy should not contain the ticket initials like INC or RITM or any specific keyword.

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

Regards,
Saurabh

[Upender Kumar]

In BR condition use

gs.isInteractive()

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0719429#:~:text=The%20isInteractive()%20method%20checks,using%20the%20log%2Din%20screen.&text=However%2C%20this%20method%20always%20returns,in%20using%20ServiceNow%20mobile%20application.

[Upender Kumar]

May help any of the link

https://servicenowguru.com/scripting/business-rules-scripting/controlling-record-access-before-query...

https://developer.servicenow.com/dev.do#!/reference/api/quebec/server/no-namespace/c_GlideSessionSco...

[Ankur Bawiskar]

@Debasis Pati 

you can refer this for the solution

solution from Sravani

Sync'ing RITM and SCTASK work notes \ additional comments

Regards
Ankur

[Debasis Pati]

Hui Ankur 

the below i have tried but this is also not working.

br on incident table--after -update

var ritm = new GlideRecord('sc_req_item');
ritm.addQuery('sys_id', current.u_request_item);
ritm.query();
if (ritm.next() ) {
gs.addInfoMessage("inside from incident"+current.comments.getJournalEntry(1).match(/\n.*/gm).join("\n"));
ritm.comments = current.comments.getJournalEntry(1).match(/\n.*/gm).join("\n");
// ritm.work_notes = current.work_notes.getJournalEntry(1).match(/\n.*/gm).join("\n");
ritm.update();
}

br on ritm table

var inc = new GlideRecord('incident');
inc.addQuery('u_request_item', current.sys_id);
inc.query();
if (inc.next() ) {
gs.addInfoMessage("inside from ritm");
inc.comments = current.comments.getJournalEntry(1).match(/\n.*/gm).join("\n");
//inc.work_notes = current.work_notes.getJournalEntry(1).match(/\n.*/gm).join("\n");
inc.update();
}

but thee issue is not fixed can u guide what i need to change to achieve this?

Regards,

Debasis