'ITSM incident resolution investigation AI agent' to populate comment without updating

ritaaudi
Tera Contributor

3 weeks ago

Hi:
The 'ITSM incident resolution investigation AI agent' has a script:

'Add a resolution plan to incident's additional comments' 
that updates the comment on the incident with the resolution plan. 
We want it to just populate the comment field without updating the incident, so the user can tweak it. 
Any idea how to accomplish this?
Thank you!!

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rpriyadarshy
Mega Guru

3 weeks ago

In My view Tool : Update the record with Resolution Notes is Updating into WorkNotes/Comments Field, Which is a Journal Field and cannot be edited at any point of time.

 

Sample Test OutPut-

rpriyadarshy_0-1757042310432.png

 

rpriyadarshy_1-1757042384789.png

 

In My view you can Tweak the tool to Populate Same info in "Resolution Notes Field". Resolution Notes are editable.

 

Since Tool used to update the record is Autonomous so its not asking before Updating it.

 

Regards

RP

 

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ritaaudi
Tera Contributor

3 weeks ago

Hi: I'm looking for help in adding a skill or modifying the existing 'Add a resolution plan to incident's additional comments' script so the comment does not save but just populates. Thanks

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