update worknotes of incident whenever problem task worknotes get updated

Priti18 · ‎04-25-2023

if user updates worknotes of problem task then worknotes of incident should get updated using bsuiness rule

Sandeep Rajput · ‎04-25-2023

@Priti18 You can achieve this functionality by creating an onBefore Update business rule on Problem Task table as follows.

Here is the script for the business rule.

(function executeRule(current, previous /*null when async*/ ) {

    // Add your code here
    if (current.problem) {
		var incidentRec = new GlideRecord('incident');
		incidentRec.addQuery('problem_id',current.problem);
		incidentRec.query();
		while(incidentRec.next()){
			incidentRec.work_notes = current.work_notes.getJournalEntry(1);
			incidentRec.update();
		}
    }

})(current, previous);

Please mark this answer helpful and correct if it addresses your requirement.

View solution in original post

Rahul Kumar17 · ‎04-25-2023

Hi,

To update the worknotes of an incident when a worknote is added to a problem task, you can create a business rule with the following settings:

Table: Problem Task [problem_task]

When: After [Insert, Update]

Filter conditions:

Condition 1: Current [work_notes] is not empty
Condition 2: Previous [work_notes] is not equal to current [work_notes]

Note: The filter conditions above will ensure that the business rule is only triggered when the work_notes field is updated.

Script:

// Get the current problem task var currentTask = current;

// Get the associated incident var incident = new GlideRecord('incident');

incident.addQuery('number', currentTask.problem_id.number);

incident.query();

// Update the work notes of the incident

if (incident.next()) {

incident.work_notes = currentTask.work_notes;

incident.update();

}

The script above gets the current problem task and finds the associated incident using the problem_id field. It then updates the work_notes field of the incident with the value of the work_notes field of the problem task.

Make sure to test the business rule thoroughly in a non-production environment before deploying it to production.

Thanks,

Rahul Kumar

If my response helped please mark it correct and close the thread.

Thanks,
Rahul Kumar