Notes copy from substitute for a service order item

Refer to Product Ideas

Anitha Khairnar

June 16, 2026 10:57

• Description of the issue: Notes copy from substitute for a service order item
• Account name: BCEC
• Region: APAC
• Client version: 26.1
• Steps to reproduce: 
  • Edit event > Service orders tab > Select any item with ‘Notes’ attached
  • Right click that item and Substitute. Note that the substitute has the previous item notes attached along with its own Notes.
  • As per one of the recent tickets it is working as designed. But BCEC has noted that this is a regression issue seen after 26.1
  • Below is the ticket with AI response. Please advice if this is working as designed?
• https://ungerboeck.zendesk.com/agent/tickets/383543

• 

• Observed results vs Expected results:
  • Notes attached to both items are attached to the substitute
• What is the job the client is trying to accomplish:
  • Customer does not want notes of the previous item to be carried to the substitute item
• Business impact if not resolved: HIGH
• Links to articles where you've looked for solutions and also other steps you've taken to research the issue:
• Link to Zendesk ticket:https://ungerboeck.zendesk.com/agent/tickets/388624
• Local v30 URL:
• https://supportwebap.ungerboeck.com/BCEC_Prod_1075964901_USI_V30/app85.cshtml?
• usiadmin/ITRocks2014

https://supportcenter.ungerboeck.com/hc/en-us/community/posts/29949805164951-Service-Order-Items-Substitute-Items-Notes

 

• 

  Anitha Khairnar

  June 16, 2026 10:57

  Nicole Loh Satya Ram Nukala Please advise
• 

  Satya Ram Nukala

  June 22, 2026 08:08

  Seth Halvaksz This is an Enhancement request, and there is one already with Product https://app.pendo.io/s/6229449325477888/listen/feedback/views/ZWNAnL_3nsJ6p5EtfWhAOeEO8vg/items?openItem=YSylxqgeQih0C0trXopLReuHuD8 
  product confirmed there is a backlog ticket for this issue in the previous post Resource Notes Duplicating – Documentus Internal.   Do we have any progress on this? APAC itself has three clients reported this, and they are not happy with the current behaviour.
• 

  Seth Halvaksz

  June 22, 2026 12:41 Edited

  Satya Ram Nukala we do not have any progress on this enhancement request.

  It will be helpful if you can clarify with customers if they expect:

  1) Auto-added notes (based on the resource) are not added again

  2) Manually added notes will still be there, if it previously existed on the substituted item. I found this other feedback, that says in some cases you do not want the manually added note:

  https://app.pendo.io/s/6229449325477888/listen/feedback/views/ZWNAnL_3nsJ6p5EtfWhAOeEO8vg/items?openItem=y8BVkpDcK40tUUel47U8GVAsRyM

  I created this idea (linked to the above feedback) so you can add votes to it for other customers:

  https://app.pendo.io/s/6229449325477888/listen/validate?openItem=pqBjPoPFIF7hYAs4KZdFFGNAol8

  I am pasting comments from the other post for reference:

  “When you select a substitution, we keep the order line number so all existing notes stay.  Selecting a new substitution will pull over any notes from the resource in the same manner as a one up add.  I believe this will end up being an enhancement request as I don't think anything is actually broken.  I believe the ideal situation is that it removes any auto-added notes when swapping out but keeps any manually added notes.  The approach could change after discussing with others.”
• 

  Anitha Khairnar

  June 23, 2026 12:10

  BCEC does not want to have both manual and auto from the resource being substituted. They want only the substitute item notes to be available.
• 

  Seth Halvaksz

  June 23, 2026 12:15

  Ok please add a vote on this idea for BCEC, and add these comments. We will consider this for a future enhancement.

  https://app.pendo.io/s/6229449325477888/listen/validate?openItem=pqBjPoPFIF7hYAs4KZdFFGNAol8

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