Users expressed concerns on updates not reflect to RITM when notes added in Task.

[RadhaXValas]

Users expressed concerns on updates not reflect to RITM when notes added in Task.

This is a problem. Give me analyzation and solution for the task.

[vaishali231]

Hey @RadhaXValas 

This behavior is expected unless there is custom logic to synchronize updates between the Catalog Task (sc_task) and the Requested Item (sc_req_item).

A few things to check first:

1. Verify whether the updates are being added as Work Notes or Additional Comments.
2. Check if there are any existing Business Rules or Flow Designer flows on the sc_task table that copy journal entries to the parent RITM.
3. Review whether any custom Business Rules are preventing the synchronization.
4. Confirm the Activity Formatter is available on the RITM form and that users have permission to view the journal entries.

If no synchronization exists, you can create an After Update Business Rule on the sc_task table to copy the latest journal entry to the parent RITM.

Script:

(function executeRule(current, previous) {
    if (!current.request_item)
        return;
    var ritm = new GlideRecord('sc_req_item');
    if (ritm.get(current.request_item)) {
        if (current.work_notes.changes()) {
            ritm.work_notes = current.work_notes.getJournalEntry(1);
        }
        if (current.comments.changes()) {
            ritm.comments = current.comments.getJournalEntry(1);
        }

        ritm.update();

    }

})(current, previous);

Before implementing the Business Rule, I'd also recommend checking whether an existing Flow, Workflow, or custom script is already intended to perform this synchronization. If the issue started recently, compare recent update sets or customizations to identify what changed.

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

If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb

[vaishali231]

Hey @RadhaXValas 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Thankyou & Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb

[Ankur Bawiskar]

@RadhaXValas 

what's your business requirement?

did you add logic to update RITM when notes is added to Task?

if not then you will require it as there is no OOTB feature for this.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Tanushree Maiti]

Hi @RadhaXValas 

Create an After-Update Business Rule

Note: If it is for specific catalog, mention that in trigger condition.

• Navigate to System Definition > Business Rules > click New.
• Fill in the following details:
• Name: Copy Task Notes to RITM
• Table: Catalog Task (sc_task)
• Active: Checked
• Advanced: Checked
• In the When to run tab:
• When: After
• Update: Checked
• Filter Conditions: Work notes changes OR Additional comments changes

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

    var ritm = new GlideRecord('sc_req_item');

    if (ritm.get(current.request_item)) {

        if (current.work_notes.changes()) {

            ritm.work_notes = current.work_notes.getJournalEntry(1);

        }

        if (current.comments.changes()) {

            ritm.comments = current.comments.getJournalEntry(1);

        }

        ritm.update();

    }

})(current, previous);