Message "Comment cannot be viewed by Technicians until work begins on the Requested Item"

dlively · ‎10-25-2019

Getting this message on INC0080649, but there is nothing on the "Related Records" tab. Where is this message coming from and how can I eliminate it?

Thank you,

Donna Lively

Nithish1 · ‎10-25-2019

Hello,

you can just comment that line of code by adding '//' before that line. see below code.

function queueAssigneeEvent() {
var assigneeArr = [];
var assignGroupArr = [];
//Query for non-pending sc_task records
var catTsk = new GlideRecord('sc_task');
catTsk.addQuery('request_item', current.sys_id);
catTsk.addQuery('state', '!=', -5);
catTsk.query();
if (!catTsk.hasNext()) {
//gs.addInfoMessage(gs.getMessage('Comment cannot be viewed by technicians until work begins on the Requested Item'));
return;

View solution in original post

Mark Roethof · ‎10-25-2019

And this Business Rule is on your Incident record??

The Business Rule performs a query on the Catalog Task table, where request_item exactly has the sys_id of your current record, and where state of the Catalog Task is not -5. If no rsults: this message is generated.

This doesn't look like a out-of-the-box business rule. You could ask around why this has been setup. If not needed: simply deactivate this Business Rule.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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hirotosakai · ‎10-13-2020

Hello, this message exists here.

Messages:
/sys_ui_message_list.do?sysparm_query=key%3DComment%20cannot%20be%20viewed%20by%20technicians%20until%20work%20begins%20on%20the%20Requested%20Item

Business Rules:
/sys_script_list.do?sysparm_query=scriptLIKEComment%20cannot%20be%20viewed%20by%20technicians%20until%20work%20begins%20on%20the%20Requested%20Item