How to update incident and ritm work notes and/or additional comments with form field value.

[Chimenem]

When certain Incident or RITM form fields are updated/changed, I would like that update record to be made available on the work notes and/or additional comments. Does anyone have an idea how to achieve this task?

[Community Alums]

Hello @Chimenem ,

Yes u can achieve this requirement using flow designer:

• Trigger condition should be Incident Updated
• If Incident record number is not empty
• then for each item in (trigger --> record updated --> Changed Fields)
• then update incident record in work_notes & comments
• u need to use inline script for to put two condition if field changes is work_notes and comments then what u want.( may be u can call script include and write ur code there to pick the latest updates on work_notes/comments changed by caller)

OR u can do via BR also.

@Chimenem , Please mark my answer as "Accept as Solution" and "Helpfuls." If it works for you.

Thank you.

[KB18]

Dear @Chimenem ,

No need of any coding, just a configuration.

Servicenow is providing OOB features to update the field in the work notes. We have Activity filter, you can configured all field or field as per requirement. If any changes done on the record, it will capture in the work notes.

Please refer the below screen shot.