Modify Incident Resolution notes (close_notes) when related Problem is resolved

[FrancoisLalumie]

Hello everyone!

We have this requirement to modify the Resolution notes (close_notes field) on the Incident table for Incidents that are linked with a Problem. Whenever we resolve that problem, the related incidents are updated automatically.

From this documentation, Servicenow tells us that the Resolution Notes are updated with "Related problem INCxxxx closed. Please see additional comments for fix notes" but I can't find where this is executed. 

I tried activating the Field Watcher function (first time using it) and it seems to tell me that the change comes from the UI Policy "Make the field 'Additional Comments' mandatory when the On Hold Reason is 'Awaiting Caller'" but when opening that UI Policy, there seems to be nothing that modifies the Resolution Notes

Thanks to everyone in advance!

François

[Arav]

Hi,

Please check Business Rule "SNC - ITIL - Update Related Incidents".

Thanks,

Arav

[FrancoisLalumie]

Hello Arav and thank you very much for your response.

This BR calls the Script Include "ProblemUtil" and its function "resolveIncidents". I have tried to override this function and modify what gets added as close notes and comments but it doesn't change anything. 

After giving it a second look, I also noticed that the message that gets added is different from what I'm seeing. This Script Include/Business Rule combo is supposed to add "Related problem {0} closed with the following Close Notes" and not "Related problem {0} closed. Please see additional comments for fix notes" like the message I'm seeing.

Thanks for your time,

François

[Arav · Accepted solution]

Hi @FrancoisLalumiere ,

Usually the updates from problem to related incidents are handled by the BR I had suggested.

But I was able to identify the script for your specific use case.

Business Rule "Raise an event when State changes" calls event "problem.state_change", which in turn calls Script action "Update Incident when Problem closes".

I was able to see the exact keywords in the Script action. Hope this answers your query.

Thanks,

Arav

[FrancoisLalumie]

Arav, you're amazing.

That was exactly what I was looking for, and you just made me discover another place to search in the future when I'm looking for bits of code like that.

I marked it as the correct answer as it is where that message was added. 

Again, thank you so much for your help and time, I know they are both important.

François