How to update additional comments as comments in case form

[Gopal14]

Hi,

create a new case from the Customer Service > case > Create New. 

After creating  new case, we can create a incident from a case.

After Incident is created, when we update any comments in incident form, in case Activity stream it will update as a Work Note.

However, We need to update that comment in case as a Additional Comments.

we have tried to updating OOTB script, however script include is on protection policy.

How to achieve this?

[Vaishnavi Lathk]

Hello,

To update additional comments as comments in a case form from an incident form in ServiceNow, you'll need to create a custom business rule or script to handle this functionality. Since the Out-of-the-Box (OOTB) script include is protected and cannot be modified, creating a custom solution is the way to go. Here’s how you can achieve this:

Steps to Update Comments from Incident to Case

1. Create a Business Rule on the Incident Table:

   • Go to System Definition > Business Rules.
   • Click New to create a new business rule.

2. Configure the Business Rule:

   • Name: Provide a name, e.g., Update Case Comments from Incident.
   • Table: Select Incident [incident].
   • When: Choose after.
   • Insert: Ensure this is checked (as we want this to trigger after an incident is updated).
   • Update: Ensure this is checked (as we want this to trigger after an incident is updated).

3. Condition:

   • You can set a condition to check if comments were updated, e.g., current.comments.changes().

4. Script:

   • In the Advanced tab, write a script to update the additional comments in the related case.

Here’s an example script that can be used in the business rule:

(function executeRule(current, previous /*null when async*/) { // Check if the incident has a related case if (current.u_case) { // Get the related case record var caseGR = new GlideRecord('sn_customerservice_case'); if (caseGR.get(current.u_case)) { // Append the incident comments to the case's additional comments caseGR.comments = current.comments.getJournalEntry(1); // Get the latest comment caseGR.update(); } } })(current, previous);

 Regards,

Vaishnavi Lathkar

[Gopal14]

Hi @Vaishnavi Lathk 

I have updated the code,

In case still it is updating as a worknotes, not as a comments

[Ankur Bawiskar]

@Gopal14 

comments are for end users and work notes are for agents

did you try to have your custom logic?