Customer Comments not relayed to SCTask and Fulfillers

Laura12
Tera Contributor

‎04-04-2024 08:49 AM

We have modified our RITMs to not be assigned to a group or a person but the SCTASKS are.  The issue we are having is a customer, via the Service Portal, can enter comments into their request but the fulfiller does not see those comments because they get posted to the RITM and again, the RITM is not assigned to a person or group.  Is there a workaround or a way to get those comments to post to the SCTASK?

0 Helpfuls
  • 297 Views
1 REPLY 1

Dr Atul G- LNG
Tera Patron
Tera Patron

‎04-04-2024 08:55 AM

Hi @Laura12 

 

Might worth checking

 

https://www.servicenow.com/community/developer-forum/copy-comments-from-ritm-to-task-vice-versa/m-p/...

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************