1 ACCEPTED SOLUTION
Here is what I did for my company because we had the same requirement.
First what I had to do is to create an email notification that will send to the requester whenever Additional Comments are entered into the RITM.
Next I created a business rule that will copy the Additional Comments from the catalog task and place them into the RITM. Here is what I did for the business rule:
- Table = Catalog Task [sc_task]
- Check Advanced
- When to run
- When = Before
- Update = checked
- Advanced
- Condition
- current.comments.changes()
- var gr = new GlideRecord('sc_req_item');
gr.get(current.request_item);
gr.comments = current.comments;
//gr.work_notes = current.work_notes;
gr.update();
Now when an additional comment is added at the catalog task it will get copied into the RITM, and because there is an email notification setup to send to the requester when an additional comment is added to the RITM the email to the requester will send.
