Add additional comments via script on requested items by disabling notifications

[Ankita Gupte]

I want to add additional comment on requested items in bulk by disabling comments.

I am trying using scheduled job as below script but additional comments are not coming

var sc_req_item = new GlideRecord('sc_req_item');

sc_task_gr.addEncodedQuery("request.requested_for=javascript:gs.getUserID()^active=true^number=RITM0123312");// number of RITM on which comment shoulf go i.e. query

sc_req_item_gr.query();

while (sc_req_item_gr.next()) {
gs.log('Auto-reassign Scheduler : auto-reassigning the task record as part of request number- for '+sc_req_item_gr.getValue('req number'));

sc_req_item_gr.setValue('Additional comments','This ticket was closed unintentionally as part of a clean-up activity. As part of the correction the ticket has been re-opened at the same state, we apologize in advance for any inconvenience caused');//additional comment on RITMs
sc_req_item_gr.update();
}

Please guide how I can achieve this

[Ankita Gupte]

Okay Thanks alot for the update and the links shared.

So I cannot achieve this using scheduled job correct?

[Musab Rasheed]

No, you can achieve it no problem.

[Ankita Gupte]

How can I achieve it?

[Musab Rasheed]

Notification which is triggering try to add this in 'Advance condition' and then run job to see to see if comment is getting updated.

var comment = journalDissection(current.comments.getJournalEntry(1));

if(comment.startsWith('This ticket was closed unintentionally as part of a clean-up activity')){
	answer = false;
}
else{
	answer = true;
}

function journalDissection(journal){
	var index = journal.indexOf('\n');
	return journal.substring(index,journal.length).trim();
}

[Akif_Shah]

Try this

var requested_item = new GlideRecord('sc_req_item');

requested_item.addEncodedQuery("request.requested_for=javascript:gs.getUserID()^active=true^number=RITM0123312");

requested_item.query();

while (requested_item.next()) {

    var id = requested_item.request; // store the sys_id of REQ which is related to RITM

gs.log('Auto-reassign Scheduler : auto-reassigning the task record as part of request number- for '+sc_req_item_gr.getValue('req number'));

    setComment(requested_item.sys_id, "This ticket was closed unintentionally as part of a clean-up activity. As part of the correction the ticket has been re-opened at the same state, we apologize in advance for any inconvenience caused");

    requested_item.setWorkflow(false);

    requested_item.update();

}

function setComment(ritm, comm){

    // Insert the text into the Journal table

    var grJournal = new GlideRecord('sys_journal_field');

    grJournal.initialize();

    grJournal.name = "sc_req_item";

    grJournal.element_id = ritm;

    grJournal.element = "comments";

    grJournal.value = comm;

    grJournal.insert();

    // Get the history set for the current record

    var grHistSet = new GlideRecord('sys_history_set');

    grHistSet.get('id', ritm);

    // Insert History line record

    var grHistLine = new GlideRecord(grHistSet.line_table);

    grHistLine.initialize();

    grHistLine.field = "comments";

    grHistLine.label = "Additional comments";

    grHistLine.setValue('new',comm);

    grHistLine.user_name = gs.getUserDisplayName();

    grHistLine.user_id = gs.getUserName();

    grHistLine.user = gs.getUserID();

    grHistLine.update_time = new GlideDateTime();

    grHistLine.set = grHistSet.getUniqueValue();

    grHistLine.insert();

}