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Copying RITM Variable Comments to Task Description in ServiceNow

Author: Agus Budi Harto, 2025-06-16 01:55:28

When processing tickets in ServiceNow, the usual workflow involves opening the request (REQ), navigating to the associated request item (RITM), and finally accessing the task (SCTASK). For a manageable number of tickets, this process is straightforward. However, when dealing with thousands of tickets simultaneously, this method can become time-consuming, especially for fulfillers who must constantly switch between RITM and Task pages just to view the original request details.

To streamline this workflow, it's beneficial to display the requestor's input (typically stored in RITM variables) directly on the Task page. Since the Description field in the Task form is often unused, it can be repurposed to show these request details, saving time and improving clarity for fulfillers.

How to Copy User Input from RITM to Task in ServiceNow:

To automatically copy the content entered by the user when creating a ticket into the Task's description field, follow these steps:


1. Create a Business Rule:

  • Name: Choose any appropriate name (e.g., Copy RITM Variable to Task Description)

  • Table: sc_task

  • Ensure the Active checkbox is selected

  • Ensure the Advanced checkbox is selected

2. Configure "When to Run" tab:

  • When: Before

  • Check the Insert box

  • Leave the Actions tab unchanged

3. Add the following script:

  (function executeRule(current, previous /*null when async*/) {

    var informasi = "";
    if(current.request_item.variables.alasan){
        informasi = current.request_item.variables.alasan.getDisplayValue();
 } else {
        informasi = "No description.";
}   

    current.description = informasi;
    current.update();
    
})(current, previous);

4. Click Update to save the Business Rule.


Once this rule is in place, fulfillers will be able to view the requestor's original input directly in the Description field of each Task, without needing to revisit the RITM. This improves efficiency, especially when handling a large volume of tickets.

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Tags: Opinion Servicenow

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