How to update additional comments as comments in case form

Gopal14
Tera Contributor

Hi,

 

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

 

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

 

Gopal14_0-1717040821117.png

 

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?

3 REPLIES 3

Vaishnavi Lathk
Mega Sage
Mega Sage

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

Hi @Vaishnavi Lathk 

 

I have updated the code,

 

Gopal14_0-1717049786286.png

 

Gopal14_1-1717049819374.png

 

 

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

Ankur Bawiskar
Tera Patron
Tera Patron

@Gopal14 

comments are for end users and work notes are for agents

did you try to have your custom logic?

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader