Update the work notes whenever incident and problem table work notes is updated.

[HarishBalaji11]

Whenever a incident table's work notes are updated, I need the incident table's work notes to be updated. Whenever a problem table's work notes are updated, I need the incident table's work notes to be updated. How can we achieve this scenario?

[GlideFather]

Hi @HarishBalaji11,

it can be achieved by a business rule or flow. 

Important is to realise and tell us what shall that work note contain - will it be dynamically populated based on the update or will it always be something like "Incident was updated"...? For that provide more details, will it be applicable for EVERY update or rather just SOME?

Also, what's the reasoning for this? There's the activity section, that's not sufficient?

[Ankur Bawiskar]

@HarishBalaji11 

I believe your question is not framed correctly.

Are you saying you want work_notes to be synced between incident and problem table?

If yes then check this link which talks about doing the sync between RITM and Catalog task and enhance the logic for your tables.

Note: Your script should avoid the loop as you are syncing work notes on both the records

Sync'ing RITM and SCTASK work notes \ additional comments  -> response from Sravani44

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@HarishBalaji11 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[kaushal_snow]

Hi @HarishBalaji11 ,

By creating an onBefore Update or onAfter Update Business Rule on the Problem Task table, you can detect when the work_notes field is updated and  populate that update to all related Incidents.

(function executeRule(current, previous /* null when async */) {
if (current.problem && current.work_notes.changes()) {
var incGr = new GlideRecord('incident');
incGr.addQuery('problem_id', current.problem);
incGr.query();
while (incGr.next()) {
incGr.work_notes = current.work_notes.getJournalEntry(1);
incGr.update();
}
}
})(current, previous);

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