question Re: Copy work notes from interaction to associated HR Case in HRSD forum

Copy work notes from interaction to associated HR Case

tworzala — Tue, 18 Nov 2025 15:25:39 GMT

When creating a new HR case on an interaction, I'm trying to get the work notes from the interaction to copy over to the new HR Case that's associated. I'm trying to create a business rule but not having luck. Can anyone help?

Re: Copy work notes from interaction to associated HR Case

JoaoFurtado — Tue, 18 Nov 2025 15:36:45 GMT

Hi @tworzala , hope your doing well!

Found this article that could help you!
Solved: How to copy worknotes from interaction to Incident... - ServiceNow Community

Re: Copy work notes from interaction to associated HR Case

Gangadhar Ravi — Tue, 18 Nov 2025 15:40:52 GMT

@tworzala Can you please share script you have in your BR.

Re: Copy work notes from interaction to associated HR Case

tworzala — Tue, 18 Nov 2025 16:13:44 GMT

Here's the latest script I was trying. The BR is on the HR case after insert.

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

// Find any interactions linked to this HR Case via interaction_related
var irGR = new GlideRecord('interaction_related');
irGR.addQuery('related_record', current.sys_id); // HR case is the related record
irGR.addQuery('parent.table', 'interaction'); // Ensure parent is an interaction
irGR.query();

var notesToAdd = '';

while (irGR.next()) {
var interaction = new GlideRecord('interaction');
if (interaction.get(irGR.parent.sys_id)) {

if (interaction.work_notes) {
// Append each interaction's notes with separator
notesToAdd += (notesToAdd ? '\n' : '') + interaction.work_notes;
}
}
}

// Only update the HR case if there are notes to add
if (notesToAdd) {
var existing = current.work_notes || '';
current.work_notes = existing ? existing + '\n' + notesToAdd : notesToAdd;
current.update(); // safe to update because this is After Insert
}

})(current, previous);

Re: Copy work notes from interaction to associated HR Case

Sarthak Kashyap — Tue, 18 Nov 2025 17:26:10 GMT

Hi @tworzala ,

I tried your code in my PDI for incident and incident task, and added below code, you can change the table name and it will work fine

(function executeRule(current, previous /*null when async*/ ) { // Add your code here gs.log("BR Called"); var notes = ""; var jn = new GlideRecord('sys_journal_field'); jn.addQuery('name', 'incident'); jn.addQuery('element', 'work_notes'); jn.addQuery('element_id', current.sys_id); jn.orderBy('sys_created_on'); jn.query(); while (jn.next()) { notes += jn.value + "\n\n"; } var it = new GlideRecord('incident_task'); it.addQuery('universal_request', current.sys_id); it.query(); if (it.next()) { it.work_notes = notes; it.update(); } gs.log(":Notes = " + notes); })(current, previous);

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

Re: Copy work notes from interaction to associated HR Case

tworzala — Tue, 18 Nov 2025 17:36:30 GMT

Here's the exact script I used and its still not working:

(function executeRule(current, previous /*null when async*/) {
// Add your code here
gs.info("HR Case BR Called");

var notes = "";

// Pull work notes from the HR Case
var jn = new GlideRecord('sys_journal_field');
jn.addQuery('name', 'sn_hr_core_case'); // HR Case table name
jn.addQuery('element', 'work_notes');
jn.addQuery('element_id', current.sys_id);
jn.orderBy('sys_created_on');
jn.query();

while (jn.next()) {
notes += jn.value + "\n\n";
}

// Update related Interaction record(s)
var it = new GlideRecord('interaction');
it.addQuery('hr_case', current.sys_id); // field linking interaction to HR Case
it.query();
while (it.next()) {
it.work_notes = notes;
it.update();
}

gs.info(":Notes = " + notes);
})(current, previous);

Re: Copy work notes from interaction to associated HR Case

Sarthak Kashyap — Tue, 18 Nov 2025 18:29:18 GMT

Hi @tworzala ,

Please check that you are querying to correct record, try to add logs in while of jn glide record,

gs.info(":Notes = " + notes); are you getting the value in this log or not ?

(function executeRule(current, previous /*null when async*/) { // Add your code here gs.info("HR Case BR Called"); var notes = ""; // Pull work notes from the HR Case var jn = new GlideRecord('sys_journal_field'); jn.addQuery('name', 'sn_hr_core_case'); // HR Case table name jn.addQuery('element', 'work_notes'); jn.addQuery('element_id', current.sys_id); jn.orderBy('sys_created_on'); jn.query(); while (jn.next()) { gs.info("Inside While = " + jn.value); notes += jn.value + "\n\n"; } // Update related Interaction record(s) var it = new GlideRecord('interaction'); it.addQuery('hr_case', current.sys_id); // field linking interaction to HR Case it.query(); while (it.next()) { gs.info("Inside Whilw 22 "); it.work_notes = notes; it.update(); } gs.info(":Notes = " + notes); })(current, previous);

Check logs that I added in the script

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

Re: Copy work notes from interaction to associated HR Case

tworzala — Tue, 18 Nov 2025 21:20:19 GMT

I see all the info logs except inside whilw22 and none of the work notes are visible on the HR case.

Re: Copy work notes from interaction to associated HR Case

Sarthak Kashyap — Wed, 19 Nov 2025 01:46:01 GMT

Hi @tworzala ,

On interaction table do you have the field called hr_case? if yes then check current.sys_id contains hr_case's sysId, only in this case it will go inside while.

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

Re: Copy work notes from interaction to associated HR Case

tworzala — Wed, 19 Nov 2025 15:54:42 GMT

Ok, no we don't have the hr_case field on the interaction table. Makes sense then.

The rule still isn't working to copy though. ANy other ideas?

Re: Copy work notes from interaction to associated HR Case

Sarthak Kashyap — Wed, 19 Nov 2025 16:39:08 GMT

Hi @tworzala ,

I try to find new script please check below details

Create before BR, table - Interaction, Advance - true, Insert and update - true, add below code

(function executeRule(current, previous /*null when async*/ ) { // Add your code here gs.info("BR Called"); if (!current.opened_for) { gs.info("Interaction has no opened_for, skipping HR Case sync."); return; } // Get the newly added journal entry var newNote = current.work_notes.getJournalEntry(1); if (!newNote) { return; } var hr = new GlideRecord('sn_hr_core_case'); hr.addQuery('opened_for', current.opened_for); hr.orderByDesc('sys_created_on'); hr.query(); if (!hr.next()) { gs.info("No HR Case found for opened_for: " + current.opened_for); return; } var hrUpdate = new GlideRecord('sn_hr_core_case'); if (hrUpdate.get(hr.sys_id)) { hrUpdate.work_notes = newNote + "\n\n-- Copied from Interaction: " + current.number; hrUpdate.update(); gs.info("Copied Interaction work note to HR Case: " + hr.number); } })(current, previous);

Result

Worknotes on Interaction table

Got copied to HR table

Let me know if you need any help!

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

Re: Copy work notes from interaction to associated HR Case

Renat Akhmedov — Wed, 19 Nov 2025 16:45:00 GMT

Hi @tworzala,

You can create a business rule. Please take a look at the script below, the smartest one, haha

Table: sn_hr_core_case
When: after insert
Condition: current.interaction is not empty

(function executeRule(current, previous /*null when async*/) { if (!current.interaction) return; var inter = new GlideRecord('interaction'); if (inter.get(current.interaction)) { // Copy the latest work_notes entry to the HR case as a new work note if (inter.work_notes) { current.work_notes = inter.work_notes; current.update(); // one extra update right after insert } } })(current, previous);

Hope it helps,

Best regards,
Renat Akhmedov

Re: Copy work notes from interaction to associated HR Case

tworzala — Wed, 19 Nov 2025 17:02:58 GMT

How do I add the Condition: current.interaction in the filter condition. I can't find anything related to interaction in the dropdown.

Re: Copy work notes from interaction to associated HR Case

tworzala — Wed, 19 Nov 2025 17:04:09 GMT

Its copying something now but only the piece where the HRC has been created from xx interaction, which is already there anyways. It didn't bring any of the other notes from the interaction over. See my screenshots.

Re: Copy work notes from interaction to associated HR Case

Renat Akhmedov — Wed, 19 Nov 2025 17:35:01 GMT

@tworzala, mistypo, try the interaction is not empty.

Re: Copy work notes from interaction to associated HR Case

tworzala — Wed, 19 Nov 2025 18:17:43 GMT

I can't find interaction because we're using the HR case table.

Re: Copy work notes from interaction to associated HR Case

tworzala — Tue, 25 Nov 2025 15:50:38 GMT

I'm still not able to get to the interaction.

Re: Copy work notes from interaction to associated HR Case

tworzala — Tue, 25 Nov 2025 15:51:44 GMT

See my latest screenshots. Its still not working but seems close.