This article shows how to synchronize comments.
You can handle comments in different ways:
- merge local and received comments (this is a default behavior)
- filter comments
- format received comments
You can decide which comments to share:
Synchronize comments that have no group or role level assign
Service Desk: Synchronize only public comments
Make sure the customer request type is assigned to the issue that you are synchronizing
Send only comments created by a certain user
You can perform the following actions on comments locally:
- merge local and remote comments
- add remote comments
- filter: add comments created by a specific user
- format comments using custom formatting
You can add new comments and keep the existing comments updated using mergeComments comment helper.
This method would prepend the comment content with the author of the original comment. This is the default behavior.
Apply received comments without custom formatting
The comment will be added just with the body of the original comment, without the author of the original comment.
Create received comments as internal (work notes)
Add comments every time the comment on the remote side was edited
This is an example of a case, where comments editing is disabled, but you still want to get updates every time the remote comment was updated
With the help of commentHelper methods you can manipulate comments and define how to apply received comments on the local issue.
Gather statistic from comments
This is an example of groovy collection methods usage. It helps to get better control over the collection contents.
In ServiceNow, Exalate treats work notes as internal comments. The entity.work_notes script is not supported. All the work notes will be synchronized as internal comments.