Updated code.js for incident tagging logic to track caller-driven comment updates

Server-Side Components/Business Rules/Add or remove a tag from the ticket whenever the comments are updated/README.md

@@ -1,2 +1,126 @@
-The purpose of this code is to conditionally apply a specific label (label_entry) to an Incident when the person updating the record is the same as the caller. If the update is made by someone else, the label is removed.
-This mechanism helps fulfillers quickly identify caller driven updates, enabling faster and more targeted responses. Additionally, it can be leveraged in reporting to track caller engagement.
+# 🏷️ Caller-Initiated Comment Tagging (Business Rule)
+
+## 📁 Location  
+**Category:** `Server-Side Components`  
+**Subcategory:** `Business Rules`  
+**Snippet Folder:** `Caller Comment Tagging`  
+
+---
+
+## 📌 Description
+
+This `after update` Business Rule adds or removes a **tag (`label_entry`)** on an **incident record** based on who updated the **Additional Comments** field:
+
+- ✅ If the **caller** updates the comment, a tag is **added** (e.g., “Caller Responded”).
+- 🚫 If anyone else (e.g., an agent or fulfiller) updates the comment, the tag is **removed**.
+
+This helps highlight incidents where the **caller has re-engaged**, making triage easier and improving reporting around user involvement.
+
+---
+
+## 🚀 Features
+
+- ✅ Automatically applies a tag when a caller comments on their incident
+- ✅ Removes the tag if a fulfiller or agent responds instead
+- ✅ Designed to work with the `label_entry` tagging system
+- ✅ Supports triage dashboards, agent alerting, and caller response tracking
+- ✅ Runs on the `incident` table
+
+---
+
+## 📄 Script: `code.js`
+
+```javascript
+// Business Rule: After Update on Incident table
+// Condition: Changes to Additional Comments field
+// Purpose: Add or remove a tag based on whether the update was made by the caller
+
+(function executeRule(current, previous /*null when async*/) {
+
+    var TAG_SYS_ID = '<sys_id_of_the_Tag>'; // Replace with actual Tag sys_id
+    var callerUsername = current.caller_id.user_name;
+    var updatedBy = current.sys_updated_by;
+
+    if (updatedBy == callerUsername) {
+        // Add tag if caller added the comment
+        var tagGR = new GlideRecord('label_entry');
+        tagGR.addQuery('label', TAG_SYS_ID);
+        tagGR.addQuery('table_key', current.sys_id);
+        tagGR.query();
+
+        if (!tagGR.hasNext()) {
+            var addTag = new GlideRecord('label_entry');
+            addTag.initialize();
+            addTag.label = TAG_SYS_ID;
+            addTag.table = 'incident';
+            addTag.table_key = current.sys_id;
+            addTag.insert();
+        }
+    } else {
+        // Remove tag if someone else (e.g., fulfiller) responded
+        var removeTag = new GlideRecord('label_entry');
+        removeTag.addQuery('label', TAG_SYS_ID);
+        removeTag.addQuery('table_key', current.sys_id);
+        removeTag.query();
+
+        while (removeTag.next()) {
+            removeTag.deleteRecord();
+        }
+    }
+
+})();
+
+🛠️ How to Use
+
+1) Create a new Business Rule on the incident table.
+2) Set the rule to run:
+    When: After
+    Update: True
+    Condition: current.comments.changes() (Additional Comments field)
+3) Paste the script above into the Script field.
+4) Replace <sys_id_of_the_Tag> with the actual sys_id of the tag you want to use (e.g., “Caller Responded”).
+
+📸 Example Use Case
+
+1) A user (caller) replies to an incident via the portal — a tag like “Caller Responded” is automatically added.
+2) An agent follows up on the ticket — the tag is removed, indicating the latest activity is from internal staff.
+3) Dashboards or work queues can filter based on presence/absence of this tag.
+
+📂 File Structure
+
+Server-Side Components/
+└── Business Rules/
+    └── Caller Comment Tagging/
+        ├── README.md
+        └── code.js
+
+⚙️ Requirements
+
+1) A tag must already exist in the label table.
+2) Create one manually (e.g., "Caller Responded") and copy its sys_id.
+3) Works on instances with label_entry functionality (standard in most modern ServiceNow versions)
+
+
+✅ Contribution Checklist Compliance
+
+✔️ Code placed under the correct category/subcategory
+✔️ README.md included with purpose, usage, and file structure
+✔️ No XML or system export files included
+✔️ Script is relevant to real-world ServiceNow developer use cases
+✔️ Uses native GlideRecord APIs and best practices
+
+👨‍💻 Author
+
+Contributor: @Shweyy123
+Pull Request: Pending
+Script Name: code.js — Caller-Initiated Comment Tagging
+
+📘 License
+
+This script is provided for educational and developmental use. Always test in a sub-production environment before applying in production.
+
+🧩 Optional Enhancements
+
+1) Add condition to check if the comment contains certain keywords
+2) Track tags per user type (e.g., customer vs internal employee)
+3) Integrate with notifications to alert when caller responds

Server-Side Components/Business Rules/Add or remove a tag from the ticket whenever the comments are updated/code.js

@@ -1,25 +1,39 @@
-//Business Rule: After update on the incident table
-//Condition: Additional comments changes
-//Create on global Tag record ex: Comments added
+// Business Rule: After Update on Incident table
+// Condition: Changes to Additional Comments field
+// Purpose: Add or remove a tag based on whether the update was made by the caller
 
-(function executeRule(current, previous /*null when async*/ ) {
+(function executeRule(current, previous /*null when async*/) {
 
-    var caller = current.caller_id.user_name;
-// Add tag to the incident record if the comments is updated by the caller
-    if (current.sys_updated_by == caller) {
-        var add_tag_entry = new GlideRecord('label_entry');
-        add_tag_entry.initialize();
-        add_tag_entry.label = '<sys_id  of the Tag>';
-        add_tag_entry.table = 'incident';
-        add_tag_entry.table_key = current.sys_id;
-        add_tag_entry.insert();
+    // Replace this with the actual sys_id of the Tag record (e.g., for "Comments added")
+    var TAG_SYS_ID = '<sys_id_of_the_Tag>';
+
+    var callerUsername = current.caller_id.user_name;
+    var updatedBy = current.sys_updated_by;
+
+    if (updatedBy == callerUsername) {
+        // Add tag if caller added the comment
+        var tagGR = new GlideRecord('label_entry');
+        tagGR.addQuery('label', TAG_SYS_ID);
+        tagGR.addQuery('table_key', current.sys_id);
+        tagGR.query();
+
+        if (!tagGR.hasNext()) {
+            var addTag = new GlideRecord('label_entry');
+            addTag.initialize();
+            addTag.label = TAG_SYS_ID;
+            addTag.table = 'incident';
+            addTag.table_key = current.sys_id;
+            addTag.insert();
+        }
     } else {
-// Remove tag from the incident record if the agent responds back to the caller
-        var remove_tag_entry = new GlideRecord('label_entry');
-        remove_tag_entry.addEncodedQuery("label=<sys_id of the Tag>^table_key=" + current.sys_id);
-        remove_tag_entry.query();
-        if (remove_tag_entry.next()) {
-            remove_tag_entry.deleteRecord();
+        // Remove tag if someone else (e.g., fulfiller) responded
+        var removeTag = new GlideRecord('label_entry');
+        removeTag.addQuery('label', TAG_SYS_ID);
+        removeTag.addQuery('table_key', current.sys_id);
+        removeTag.query();
+
+        while (removeTag.next()) {
+            removeTag.deleteRecord();
         }
     }