Additional Comments request item

[Brendan Hallida]

Hi all,

I have found something quirky.

Essentially, ESS users cannot see the additional comments journal entry field in Request Items.

Before we begin, I have seen the following two threads:

Additional Comments - Request Item

Additional Comment and Activity is not visible

I have configured the layout for the self service view, and added additional comments, and I can see them as an admin and ITIL user.

However when logged in as an ess user, I cannot see the additional comments journal entry field.

Is there a permission setting that I need to enable?

Thanks In Advance!

Brendan

[Abhinay Erra]

Glad you got it working.

[Hitesh targe]

Hello Abhinay,

when an ess user writes a comment, it is not coming to RITM and Task. our requirement is to send a notification to task assignment group (if there is any comment from ess user).

please suggest . it would be great if you can share some screenshots.

Thanks.

[georgimavrodiev]

Hello Prasa,

In order for a comment added in the RITM to go to the Task or from Request to RITM / Task - you need to write a Business Rule.

I will give you an example: let's say that you have a requirement for a comment added in a Catalog Task (sc_task) to appear in the Journal of its Request (sc_request).
Here is how the Business Rule you need to create will look like:

Name: choose such;
Table: Catalog Task (sc_task);
Application: Global;
Active: checked;
Advanced: checked;
When to run: Before > Update
Advanced > Condition: current.comments.changes()
Advanced > Script:

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

var gr = new GlideRecord('sc_request');

gr.addQuery('sys_id', current.request_item.request);

gr.query();

while(gr.next()){

gr.comments = current.comments;

gr.update();

}

})(current, previous);

Once you set the Business Rule in action -> every comment being added in the Journal of the Task will be populated in the Request.
You may use the same logic and configure the Business Rule to work for other scenarios, such as:
- populating comments from Request (sc_request) to Catalog Task (sc_task);

- populating comments from Request (sc_request) to RITM (sc_req_item);
- populating comments from RITM (sc_req_item) to Request (sc_request);
- populating comments from RITM (sc_req_item) to Catalog Task (sc_task) & the other way around.
Just change the main table against the Business Rule will run + the table defined in the above script (Line 2) and Line 3.

Best Regards,
Georgi Mavrodiev

IT Consultant
Do IT Wise

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