Catalog Task and Requested Item, Activity comments

[Tadz]

Hi, I have a catalog task from a requested item.

And when the fulfiller will add a worknote or comment in the catalog task.

It should show in the requested item. (My initial solution for that is a client script that glide records to the requtested item).

But when the requestor adds a comment in the requested item.

It should show in the catalog task. (My solution here is to make a client script and a gliderecord but it does not work).

Is there a better way for a requestor and fulfiller to communicate through the activity comments?

Thanks,

Tadz

[Mihir Mohanta]

Hi Cris,

If you update Comments/Work notes from request_item to sc_task and vice-versa then it will go on a loop.

Please don't do this.

You can do it in one way.

Either you update Comments/Work notes from request_item to sc_task or update Comments/Work notes from request_item to sc_task using business rule.

A RITM may contains several tasks. Why you want all task Comments/Work notes to RITM form?

Please mark correct/Helpful if it helps.

Thanks,

Mihir

[Tadz]

Hi Mihir,

I would like for fulfiller(catalog_task) and requestor(requested item) to communicate to each other.
In case fulfiller ask for more information.

Thanks,

Tadz

[georgimavrodiev]

Hello Chris,

What you are looking for is possible.
You need to create two Business Rules. Yet, if you do not add prefix in the scripts of these Business Rules - then you will have a lot of problems, as a loop will be created, as Mihir said.

I had a similar scenario but the goal was to send comments from sc_task to sc_request & vice versa. In order to deal with the loop issue I needed to add prefixes in the scripts of both the Business Rules I wrote.
I will give you an example of the scripts I used and will modify them for your scenario, covering the part with the comments. Please check the below details:

1. Business Rule which moves the comments from Request Item (sc_req_item) to Catalog Task (sc_task):
Name: add such;

Table: Requested Item (sc_req_item);
Application Global;

Active: checked;
Advanced: checked;
When to run: before Update;
Advanced > Condition: current.comments.changes()
Script:

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

  // This Business Rule ensures that whenever any comments are being added into a Requested Item record (Requested Item (sc_req_item)) -> the comments will be visible (automatically added) into a Catalog Task record (Catalog Task (sc_task));

  var gr = new GlideRecord('sc_task');

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

  gr.query();

  while(gr.next()){

  gr.comments = '### Customer reply: ' +current.comments;

  gr.update();

  }

})(current, previous);

2. Business Rule which moves the comments from Catalog Task (sc_task) to Request (sc_request):
Name: add such;

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

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

  // This Business Rule ensures that whenever any comments are being added into a Task record (Catalog Task (sc_task)) -> the comments will be visible (automatically added) into a Requested Item record (Request Item (sc_req_item));

  var gr = new GlideRecord('sc_req_item');

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

  gr.query();

  while(gr.next()){

  gr.comments = '### Fulfiller reply: ' +current.comments;

  gr.update();

  }

})(current, previous);

NOTE: the comments added in the Requested Item will be visible in the Task as follow:

- a comment added into the Requested Item:

And the comments added in the Task will be visible in the Requested Item as follow:

Please use the above BRs and make a test in your system. I am sure your scenario will be covered accordingly.

Best Regards,

Georgi Mavrodiev

IT Consultant
Do IT Wise

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