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

FrancoisLalumie · ‎08-11-2022

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 · ‎08-12-2022

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

View solution in original post

Arav · ‎08-12-2022

Hi @FrancoisLalumiere ,

No problem 🙂

FYI that script actions are used for offloading work that doesn't necessarily need to be executed synchronously.

So if you find an event in a BR, it would in turn call either a notification or a Script action.

Thanks,

Arav