System added work notes show user's name instead of "system"

[johnsonjohn]

Hello - I'm not sure if this is a bug or just expected behavior.  I couldn't find anything about it in the community, so I'm just going to assume it's expected.  Whenever a work note is entered by the system (for example, through a business rule), the activity log in the INC or TASK shows the name of the person that triggered the work note.  So someone reading through an activity log will assume that someone manually entered that note, even though it's really system generated.  Is there any way to change this so that the work note says something like "system" or "Service Now" -- anything but an actual person's name?  Thanks in advance.

[Allen Andreas]

Hi,

Here is thread where there is a similar question and they have 2 different solutions that could work.

Please look here: https://community.servicenow.com/community?id=community_question&sys_id=26498725db5cdbc01dcaf3231f96...

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Let me know if you need any further assistance with this.

If my reply helped guide you to a resource that was Correct, if you don't mind, please mark it as Correct.

Thanks!

[johnsonjohn]

Thank you Allen.  I'm trying to do this on an inbound email action, a variation of the OOB script called Update Incident (BP).  Our modified version of this script adds a work note & comment to the INC when the user is requesting that it be reopened.  That portion of the code looks like this:

if ((email.subject.toLowerCase().indexOf("please reopen") >= 0 || current.state == "6") && current.state != "7") {
current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
current.state = "2";
current.work_notes = "The caller did not feel that this issue was resolved";

Based on information I found in this thread and in the link you provided, I added the impersonation script like this:

var myUser = gs.getSession().impersonate("71478d6c4f649e002de27bcd0210c74a"); //sysID for FJ

if ((email.subject.toLowerCase().indexOf("please reopen") >= 0 || current.state == "6") && current.state != "7") {
current.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;
current.state = "2";
gs.getSession().impersonate(myUser);
current.work_notes = "The caller did not feel that this issue was resolved";

However, the work note (and comment) still shows the name of the user who triggered the script.  What's interesting, though, is that the email that is sent as a result of the comment shows the name of the person we're impersonating -- somewhat odd.  So in summary, in the INC the comment and work note show the user's name, the email shows the impersonator's name.

[Allen Andreas]

Hmm...I'd imagine that's because you aren't updating the record until the end.

You could try to do multi-updates within...like set a current.update(); right after the comment, and then another after the impersonate and work-note entry.

Try that?