Add Comments to a Service Request


I have created a simple Runbook to add a comment to a service request. This will be useful for the analyst to keep track of where an automated process is up to. The basic Runbook looks like the one below.

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The steps are quite simple. The Initialize Data activity has two inputs – the GUID of the service request and a comment.

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The next activity is a script activity which generates a new GUID and also gets the current date and time. When I was creating this Runbook I had a lot of failures because there was no GUID for the comment which is required to create the related object. So my script solves this and creates a GUID for me. It also formats the date and time into the format required by Service Manager.

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The next activity creates the comment – it is a Create Related Object activity from the Service Manager integration pack. Fill out the main field as below.

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The optional properties that we need to set are below.

  • Comment – use the comment property from the Initialize Data activity
  • Entered By – name for the user entering the comment. I use Orchestrator in this value
  • Entered Date – date published data from the Run .NET Script activity
  • ID – GUID published data from the Run .NET Script activity

When I call the Runbook from another Runbook this is the kind of entry I get in the service request log.

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I need to play with the time and date – but I can experiment with this later.

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