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Description

Comments can not be added to a record if a comment has been entered on another record in the same conversation

Steps to Reproduce

 

- Use the Check Status conversation
- Add a comment in one of the incidents.
- Try to add a comment on another incident. 
- Notice it says 'Your comment has been added.

Workaround

For the ITSM "Check Status" topic, open the Conversation Designer.  In the Designer , you need to add 2 intermediate “pass through” script action nodes (see the attached image for a reference):

1)      Following the “Requests Found: Zero” outcome add an Action Script node called “Request Not Found”.  You don’t actually need to author any javascript in there, but you could add in something small (i.e. gs.info(“no request found”);)

2)      Following the “Incidents Found: Zero” outcome add an Action Script node called “Incident Not Found”.  You don’t actually need to author any javascript in there, but you could add in something small (i.e. gs.info(“no incident found”);)

 

Work Around in Designer


Related Problem: PRB1184105

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Article Information

Last Updated:2017-11-17 07:20:17
Published:2017-11-17