Synchronize attachments between Case and Incident

[Christophe]

Our customers created case via the web portal. Our engineers work in the incident. All the updates that should be visible for the customer are synchronized between case and incident. When a customer adds an attachment to the case, it is not visible in the incident. How can I make this work? I checked the forum and the documentation, but was not really able to find a solution. Thank you in advance for your help!

[Christophe]

I now have the following, but I receive quite some errors.

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

var incGr = new GlideRecord('incident');

incGr.addQuery('<u_case>', current.table_sys_id);

incGr.query();

if(incGr.next())

{

GlideSysAttachment.copy('<sn_customerservice_case>', current.table_sys_id, 'incident', incGr.sys_id);

})(current, previous);

[Munender Singh]

Hi,

This ain't good,please share the screenshot of your form .

rEGARDS,

mUNENDER

[Christophe]

There they are. Thank you so much for your help!

[Munender Singh]

Hi,

You can use code like this:

var incGr = new GlideRecord('incident');

incGr.addQuery('u_case', current.sys_id);

incGr.query();

if(incGr.next())

{

new GlideSysAttachment.copy('incident', incGr.sys_id, 'case', current.sys_id);

})(current, previous);

Regards,

Munender

[Christophe]

The attachment is added to the Case, but does not sync to the Incident. 😞