How activity log information is passed
When end users and back-end application users update the activity log on a service request or a back-end request, the following scenarios can occur:
When an end user updates the activity log of a service request, these new work notes are passed to all open back-end requests related to the service request (except those with a status of Closed, Completed, or Canceled.) Work notes will not be passed to back-end requests that have not yet been opened.
- If a user adds work notes to a service request that is not currently in progress (for example, the service request status is Draft, Waiting for Approval, Rejected), no back-end requests exist. Then, after the initial back-end requests are created, all work notes from the service request are sent to those back-end requests.
- When all work notes are passed to back-end request at the same time, the submit date on the back-end request becomes the date when the work note was passed, not the date that the original work note was created.
- When an end user reopens a service request, the user can add a work note (for example, to indicate the reason for reopening). That work note is passed to a back-end request that is reopened, but not to any back-end request that was bypassed, cancelled, or rejected. If a new work order is created instead, all work notes from the service request are passed to the new work order (including the work note with the reason for reopening).
- When a backend application user updates the activity log on a backend request, the work notes are passed to the related service request. In the activity log in the Request Entry console, these updates appear as new entries.
- When a user submits an issue from a Knowledge Base article in the Request Entry console, the URL to the article is not active in the work notes of the back-end request. You can copy and paste the URL into the address bar of a browser to view the article.
For service requests created in pre-9.0 versions of BMC Service Request Management, special characters (such as & and <) in activity log entries appear as encoded data (such as & and <) in fulfillment application work notes. For requests created in 9.0 and later versions, special characters no longer appear as encoded data.