Whenever work notes / comments changes on the incident, it should get copied to all associated incident tasks. Also when work notes of incident task changes it should get copied to the incident. Also no notification should trigger during this activit

[punitchourey]

Hi All,

We have below requirement:

Whenever work notes / additional comments changes on the incident, it should get copied to all associated active incident tasks. Also when work notes of incident task changes it should get copied to the incident work notes. Also no notification should trigger from the record at which the work notes / additional comments are getting copied. 

Thanks

[Brad Bowman]

First you'll need to create 2 Registry Events with different Event names - one on the incident table, and one on the incident_task table.

Next, modify each business rule script to include a line like this

gs.eventQueue('inc.wn.comments.updated', current, '','');

It can go anywhere, but might as well make it the first line.  So when each business rule runs it will trigger the event - and the business rule(s) only runs on one of the tables with each unique update.  Finally, change your notifications to Send when Event is fired

[Ankur Bawiskar]

Hi Punit,

So you want that notification to be triggered only when somebody actually changes the comments from front end i.e. in users session?

You don't require it when updated from script?

Regards
Ankur

[punitchourey]

Hi Ankur,

Yes, not only the notifications but also all other activities too.

Thanks

[Ankur Bawiskar]

Hi Punit,

for notifications atleast you can try some approach; can you explain other activities meaning?

Regards
Ankur

[punitchourey]

Hi Ankur,

We have an integration in place which creates/updates a record of another tool whenever work notes gets updated. 

Also instance to instance integration is also in place. So whenever an update(specially work notes and comments) takes place in one instance it updates the record of another instance.

So in case of copied work notes and additional comments, we do not want the update to happen.

Thanks