We are doing this with 2 after update business rule on the incident table, and 2 on the incident_task table. When Work notes changes and Updated by is not system (prevents recursion and unwanted system updates). The second rule is the same, but when Additional comments changes, though you might be able to combine these.
1) Copy Incident Work Notes to Active Incident Tasks
var inctask = new GlideRecord('incident_task');
inctask.addQuery('incident', current.sys_id);
inctask.addQuery('active', 'true');
inctask.query();
while(inctask.next()){
var curWN = current.work_notes.getJournalEntry(1); //gets the most recent work note
var curTN = current.number;
var curAG = current.assignment_group.name;
if(inctask.work_notes.getJournalEntry(1) == '' || curWN.indexOf(inctask.work_notes.getJournalEntry(1)) <0){
var newWN = curTN + " - assigned to " + curAG + "\n\n" + curWN;
inctask.work_notes = newWN;
inctask.update();
}
}
This appends the incident number and assignment group so that it's obvious it was copied, and checks to be sure it's not already there to prevent recursion with the business rule running on incident task
2) Copy Incident Task Work Notes to Incident
var inc = new GlideRecord('incident');
if(inc.get(current.incident.sys_id)){
var curWN = current.work_notes.getJournalEntry(1);
var curTN = current.number;
var curAG = current.assignment_group.name;
if(inc.work_notes.getJournalEntry(1) == '' || curWN.indexOf(inc.work_notes.getJournalEntry(1)) <0){
var newWN = curTN + " - assigned to " + curAG + "\n\n" + curWN;
inc.work_notes = newWN;
inc.update();
}
}
