question copy from inciden task 'close notes' to parent incident worknotes in ITSM forum

copy from inciden task 'close notes' to parent incident worknotes

tushar_ghadage — Tue, 01 Apr 2025 07:26:43 GMT

Hi All ,

I am trying to copy close notes from incident task (when its close complete) to parent incident record in worknotes.

here is the before update with condition close notes changes business rule is used:

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

// Add your code here

var lastWorkNote = current.close_notes.getJournalEntry(-1);

var parentInc = new GlideRecord('incident');

parentInc.addQuery('sys_id', current.parent_incident);

parentInc.query();

if (parentInc.next()) {

parentInc.work_notes = lastWorkNote;

parentInc.update();

}

})(current, previous);

but its not getting copied as expected , please help me out !!

Re: copy from inciden task 'close notes' to parent incident worknotes

_Gaurav — Tue, 01 Apr 2025 15:20:54 GMT

Hi @tushar_ghadage

Can you try the below code on incident_task table in before update BR the condition is State change to Closed complete

var lastWorkNote = current.close_notes.toString();

    var parentInc = new GlideRecord('incident');
    parentInc.addQuery('sys_id', current.incident);
    parentInc.query();

    if (parentInc.next()) {
        parentInc.work_notes = lastWorkNote;
        parentInc.update();
    }

Please mark this as a solution and helpful if this resolves your query.

Thanks!

Re: copy from inciden task 'close notes' to parent incident worknotes

Rohit Singh — Tue, 01 Apr 2025 15:49:39 GMT

Hi @tushar_ghadage ,

Your approach is fine but just few mistakes.

var lastWorkNote = current.close_notes.getJournalEntry(-1); /// This is just a string field so you don't have to write getJournalEntry. This is use for journal field like work_notes.
parentInc.addQuery('sys_id', current.parent_incident); // The field name for incident reference field is incident in incident task task table.

You can just use 5 lines of code.

(function executeRule(current, previous /*null when async*/) { // Add your code here var close_info = current.close_notes.toString(); // get the value of close notes var gr_inc = new GlideRecord("incident"); gr_inc.get("sys_id",current.incident); gr_inc.work_notes = close_info; gr_inc.update(); })(current, previous);

If my response helped, please hit the Thumb Icon and accept the solution so that it benefits future readers.

Regards,
Rohit

Re: copy from inciden task 'close notes' to parent incident worknotes

Chaitanya ILCR — Tue, 01 Apr 2025 16:02:50 GMT

Hi @tushar_ghadage
Try this

(function executeRule(current, previous /*null when async*/ ) { if (current.getValue('incident')) { var incGr = current.incident.getRefRecord(); incGr.work_notes = current.getValue('close_notes'); incGr.update(); } })(current, previous);

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

Regards,
Chaitanya

Re: copy from inciden task 'close notes' to parent incident worknotes

tushar_ghadage — Tue, 01 Apr 2025 16:28:21 GMT

not working

Re: copy from inciden task 'close notes' to parent incident worknotes

Chaitanya ILCR — Wed, 02 Apr 2025 01:52:07 GMT

Hi @tushar_ghadage ,

could you please share the screenshots of the configuration you've done?
the BR is on incident_task table only right?

whenever there is a change of close notes in the incident_task table the corresponding incident's work notes should be update correct?

you can have an after update BR on incident task table with the shared script

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

Regards,
Chaitanya

Re: copy from inciden task 'close notes' to parent incident worknotes

Ankur Bawiskar — Wed, 02 Apr 2025 03:18:42 GMT

@tushar_ghadage

script shared by @Chaitanya ILCR should work fine.

You can also use flow designer for this.

share what did you configure and what debugging did you do?

Re: copy from inciden task 'close notes' to parent incident worknotes

tushar_ghadage — Wed, 02 Apr 2025 06:17:48 GMT

hi @Chaitanya ILCR ,

thanks for you reply , its on incident_task table ,

i tried here are the SS :

Re: copy from inciden task 'close notes' to parent incident worknotes

tushar_ghadage — Wed, 02 Apr 2025 06:20:42 GMT

Hi @Chaitanya ILCR ,

i tried the same thing but its not working its on incident_task table :

Re: copy from inciden task 'close notes' to parent incident worknotes

tushar_ghadage — Wed, 02 Apr 2025 06:23:20 GMT

Hi ,

here is what i did :

Re: copy from inciden task 'close notes' to parent incident worknotes

_Gaurav — Wed, 02 Apr 2025 08:07:06 GMT

Hi @tushar_ghadage
Please let me know if the issue persists, and if you can share the screenshots of the configuration that would help me rectify the problem.

Thanks!

Re: copy from inciden task 'close notes' to parent incident worknotes

tushar_ghadage — Wed, 02 Apr 2025 08:15:23 GMT

Hi @_Gaurav ,

i tried replicating the same but it did not work , below are my config and test results :

test results :

Re: copy from inciden task 'close notes' to parent incident worknotes

Rohit Singh — Wed, 02 Apr 2025 08:38:14 GMT

Hi @tushar_ghadage ,

Can you tell what's the issue you are facing?

Make sure your BR is in Inicdent_task table and condition should be State Changes to "Closed Complete"

Regards,

Rohit

Re: copy from inciden task 'close notes' to parent incident worknotes

_Gaurav — Wed, 02 Apr 2025 14:19:07 GMT

Hi @tushar_ghadage
For testing purpose, can you please remove the condition from the BR and just run on the UPDATE and try?
Also, can you replicate with my given code please?

Here is the screenshot of my configuration.

Please mark this as a solution and helpful if this resolves your query.

Thanks!

Re: copy from inciden task 'close notes' to parent incident worknotes

Rohit Singh — Wed, 02 Apr 2025 15:07:08 GMT

Hi @tushar_ghadage ,

Are you putting some values in your close notes ? Also in your snip you BR in inactive. Make it active.

Also you can try my code which I have mentioned earlier also.

If my response helped, please hit the Thumb Icon and accept the solution so that it benefits future readers.

Regards,
Rohit

Re: copy from inciden task 'close notes' to parent incident worknotes

Chaitanya ILCR — Wed, 02 Apr 2025 15:07:17 GMT

Hi @tushar_ghadage ,

Looks like you are updating the work notes of the incident task
you are suppose to update the close notes right?

what do you want to copy? incidents are close notes or work notes from incident task to incident

if it is close notes you can have follow below

if it is work notes follow below

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

Regards,
Chaitanya

Re: copy from inciden task 'close notes' to parent incident worknotes

Rohit Singh — Wed, 02 Apr 2025 15:14:59 GMT

Hi @tushar_ghadage

Here also your Flow logic looks fine but your flow is not Activated. You need to activate the flow before using it. You can only use TEST without Activating the Flow.

If my response helped, please hit the Thumb Icon and accept the solution so that it benefits future readers.

Regards,
Rohit

Re: copy from inciden task 'close notes' to parent incident worknotes

Rohit Singh — Thu, 03 Apr 2025 19:13:27 GMT

Hi @tushar_ghadage ,

Did you check my response?

In your snip your BR is not active.

If my response helped, then accept the solution and hit the thumbs up, so that it benefits the future reader and also me for your efforts towards the community.

Regards,

Rohit