How to copy worknotes from interaction to Incident table on Agent Workspace

[Meenal Gharat]

Hi All,

how can we copy worknotes from Interaction to Incident on agent workspace?

I tried editing with below UI Action yet no luck, can someone help me with this.

if(current.update()){
var inc = new GlideRecord("incident");
inc.initialize();
inc.caller_id = current.opened_for;
inc.short_description = current.short_description;
var worknotes = inc.work_notes.getJournalEntry(1);
//inc.work_notes = current.work_notes;
worknotes = current.work_notes;
action.openGlideRecord(inc);
}

Thank you.

Regards,

Meenal

[Ray Ennis]

I had thought I had struck gold but your solution did not work for me (but it led me in the right direction).
As is, not only did the work_notes fail to move over but it failed to show the new Incident (it created it in the background... which may have been the intent).

I finally got the following to work for me:

if(current.update()){
    var inc = new GlideRecord("incident");
    inc.initialize();
    inc.caller_id = current.opened_for;
    inc.short_description = current.short_description;
    inc.location = current.opened_for.location;
    var notes = current.work_notes.getJournalEntry(-1);
    inc.description = "Copied notes ::\n" + notes;
    action.openGlideRecord(inc);

}

[Audrey Deruere · Accepted solution]

Hello,

For those who wants the solution :

- Create a business rules on the table "interaction_related_record", before insert with order of 400 and copy this code :

(First part has been taken from another OOB business rules, it's because BR run twice on insert ....)

var existingRelationship = new GlideRecord("interaction_related_record");
existingRelationship.addQuery("interaction", current.interaction);
existingRelationship.addQuery("document_id", current.document_id);
existingRelationship.setLimit(1);
existingRelationship.query();

if (existingRelationship.next()) {
current.setAbortAction(true);
}else{
var grTask = new GlideRecord(current.document_table);
grTask.get(current.document_id);

grTask.work_notes = current.interaction.work_notes.getJournalEntry(-1);
grTask.update();

var attachment = new GlideSysAttachment();
attachment.copy('interaction', current.interaction.sys_id, current.document_table, current.document_id);
}

[Ingrid de Cerqu]

It works like a charm. 

Thank you.

[Rachael7]

These methods both work to copy the attachment, but work notes are not copying for me in Quebec.

[Zeeshanul Haqu1]

It works for me in Quebec. You probably need to add Notes section for the worknotes to be visible.

Configure -> Form Design to show Comments and worknotes activity