I think the main difference between IT Request (Incident or Service) and Case is, that you can lead Case to other type of cases, than IT. For example, HR case or Facilities request. However, the need could be covered by Call ticket in the first place...

One reason can be lack of process approach. "Everyone should work today better than yesterday" and treating teams and vendors as "black boxes" belong to non-process thinking of quality and improvement. Process approach (Kaizen) is, that everyone sees...

Thanks ndt13. I also add Resolution code to Comments:current.comments = ("[code]" + current.close_code + '<br><b><u>Close Notes</u>: </b>' + "[/code]" ) + current.close_notes + "\n";

Hi andy,I have tried several ways of writing this, but finally following worked in Istanbul:(function executeRule(current, previous /*null when async*/) {// Add your code hereif (gs.isInteractive() && current.getTableName() == "incident") { //so you ...