question Question About field Additional Comments in Developer forum

Question About field Additional Comments

ItayB — Wed, 02 Jul 2025 14:30:42 GMT

Hello Guys,

This is my mission:

"When the customer (requested for) - writes a comment (Additional comment) on the request: the comment will be copied to all open tasks."

I tried to use Business Rule but there is what happened:

* The Comment will not seen in the tasks of the RITM.

* The Comment write twice in the SOW view and in the RITM View.

Re: Question About field Additional Comments

Dr Atul G- LNG — Wed, 02 Jul 2025 14:37:49 GMT

Hi @ItayB

What’s the business case for showing comments on all item tasks? The comment might not be relevant to every task. Also, when the end user adds a comment, it goes to the RITM—not the tasks—since users only have the option to comment on the RITM from the portal, not individual tasks."

Re: Question About field Additional Comments

Masthan Sharif — Wed, 02 Jul 2025 14:45:55 GMT

Hi @ItayB,

Hope you're doing well!
Can you try using the below line at line 13 in your script?

taskGr.comments.setJournalEntry(comment);

Best Regards,

Sharif

Re: Question About field Additional Comments

Chaitanya ILCR — Wed, 02 Jul 2025 14:47:38 GMT

Hi @ItayB

update your script as

(function executeRule(current, previous /*null when async*/ ) { var taskGr = new GlideRecord('sc_task'); taskGr.addEncodedQuery('request_item=' + current.getValue('sys_id') + '^stateIN1,2'); taskGr.query(); while (taskGr.next()) { taskGr.comments = current.comments; taskGr.update(); } })(current, previous);

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

Re: Question About field Additional Comments

ItayB — Thu, 03 Jul 2025 11:16:25 GMT

Thanks everyone for the comments!

This script fixed this problem:
* The Comment will not seen in the tasks of the RITM.

but this problem still happening:

* The Comment write twice in the SOW view and in the RITM View.

Re: Question About field Additional Comments

Chaitanya ILCR — Thu, 03 Jul 2025 11:40:01 GMT

Hi @ItayB ,

1. Either you can add setWorkflow(false) on the BR script as below

2. check if there is any BR on sc_task table which contains current.update() statement in script

use script tracer to find out which script is responsible for duplicate comments

or a flow which is duplicating the comments check if there any flows triggered and duplicating the comments

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

Re: Question About field Additional Comments

Mohammad Danis3 — Thu, 03 Jul 2025 12:10:50 GMT

Hi @ItayB ,
Please use setWorkflowFalse() function.

If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards,
Mohammad Danish