Approval State : RITM Linked to Case transform comment into work notes

[Nico12]

Hi,

We have the CSM Portal on Servicenow.

On the Customer service catalog, we have an item that require approval.

When an item is ordered on CSM portal, a Case is created as well and the REQ is attached to the case.

Now, lets say that the approver need more informations and comments on the ritm with the additional comments fields (customer visible) before approving or refusing the ritm,  the comments is copied on the parent Case BUT as a Work notes. So Customer can not see the comment.

I can't find where this this process is made to understand the logic be

regards

[Vishal Jaswal]

Hello @Nico12 
Look for Business Rules with table sc_req_item or sc_req or sn_customerservice_case to identify the one and understand the logic if it contains

variable name.comments  or variable name.work_notes =

.comments = additional comments

.work_notes = Internal

Hope that helps!

[vinay167]

I don't suggest business rule on request table you can create flow for it that is a good option.

please mark it helpful if it helps!!