Service Bridge: Omit Additional Comments

[awille]

Good day 

We have a requirement to omit the transmission of additional comments from the provider to the consumer instance.

The reason is that the end user receives a notification on the consumer instance as a result, and the customer wants to prevent this behavior.

I initially thought this could be achieved by implementing a business rule that aborts the process whenever an additional comment is changed by the transport user.

However, I'm unsure about the potential side effects, as this might abort and roll back more than just the update of the additional comments.

Does anyone have any suggestions or alternative approaches?

Kind regards 

Anna-Nina 

[Phillip Godwin · Accepted solution]

Hi Anna-Nina - The Zurich store release of Service Bridge includes a new feature that allows you to better manage journal fields - including the ability to turn off the sync of additional comments.  https://www.servicenow.com/docs/bundle/zurich-service-bridge/page/product/tmt-service-bridge-2/conce...