can a workflow update the case (incident) activity?

[MichaelZischeck]

We use the Case management for our customers.

Upone adding a "parent" i'd like to mark the parent as "Problem case". 

This works just fine with a workflow. 

BUT: i'd like the Activities (especially Field changes) to be updated with the appropriate field change on the parent case.

How can I achieve this?

[Community Alums]

Hi,

Can you try following code in BR on the table you’re using for your cases.

Script: 

You add a trigger condition as field_name is changes.

(function executeRule(current, previous /*null when async*/) {
// Check if the Parent Case exists
if (current.parent) {
  var parentCase = new GlideRecord('case');
if (parentCase.get(current.parent)) {
  var activity = new GlideRecord('case_activity');
  activity.initialize();
  activity.case = parentCase.sys_id;
  activity.activity_type = 'Field Change'; // Set type to Field Change or any other type
  activity.field_name = current.field_name; // Field that was changed
  activity.old_value = previous.field_name;
  activity.new_value = current.field_name;
activity.insert();
}
}
})(current, previous);

[Ankur Bawiskar]

@MichaelZischeck 

you can sync the fields using after update BR on Case table

Condition: Field1 Changes AND Parent is not empty

// your code to copy field values

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@MichaelZischeck 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Runjay Patel]

Hi @MichaelZischeck ,

You can create before BR and use below script.

(function executeRule(current, previous /*null when async*/) {
    if (!current.parent) {
        return; // Exit if there's no parent case
    }

    var parentCase = new GlideRecord('sn_customerservice_case');
    if (parentCase.get(current.parent)) {
        var changedFields = [];
        
        // Compare fields and log changes
        if (current.state != previous.state) {
            changedFields.push("State changed from " + previous.state.getDisplayValue() + " to " + current.state.getDisplayValue());
            parentCase.state = current.state; // Sync state
        }

        if (current.assignment_group != previous.assignment_group) {
            changedFields.push("Assignment Group changed from " + previous.assignment_group.getDisplayValue() + " to " + current.assignment_group.getDisplayValue());
            parentCase.assignment_group = current.assignment_group;
        }

        if (changedFields.length > 0) {
            var updateMessage = "Updated due to child case changes:\n" + changedFields.join("\n");
            parentCase.work_notes = updateMessage;
            parentCase.update();
        }
    }
})(current, previous);

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Regards
Runjay Patel - ServiceNow Solution Architect
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