Work Notes Updating 3 times in a Row under RITM

[John Vo1]

Can someone help me out and see when someone updates the work notes and changes the state it updates the RITM 3 times in a row.

I open a ticket with SN and they told me it was a business rule I created called Work Notes to RITM.   Can someone take a look at this business rule and see what's causing the work notes to update more than once on a RITM

[kristenankeny]

I don't think you need to copy my code exactly. I would suggest these changes to yours:

Change "when" to after

Only check off "update"

Add filter condition: work notes changes

Then update your script to

var gr = new GlideRecord('sc_req_item');

  gr.get(current.request_item);

  gr.work_notes = current.work_notes;

  gr.update();

[John Vo1]

Only check off "update" - does this means only update is check and not insert.

[kristenankeny]

That's how ours is set up, since typically the creation of a ticket doesn't include comments or work notes, so you only need to run the business rule when the task is updated and the work notes change on that update.

[John Vo1]

I updated to what you told me and work notes still not showing up under RITM when TASK is updated.

[kristenankeny]

You'll want to do the gliderecord query within the default function:\

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

var gr = new GlideRecord('sc_req_item');

  gr.get(current.request_item);

  gr.work_notes = current.work_notes;

  gr.update();

})(current, previous);