Work Note extraction from Incidents

[luisenvenga]

Dear community

How to get the complete conversation/work notes from the Incidents?

The task is simple. The steps are nowhere to be found.

The only piece of info I could get was a video claiming we can use APIs or Coding to get the incidents data, but nothing else and no additional detail was given

Appreciate your support.

[Rafael Batistot]

Hi @luisenvenga 

Work notes and comments are not stored directly on the ⁠incident⁠ table, they are stored in the Journal table (⁠sys_journal_field⁠).

This might help you 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0791043

[luisenvenga]

Hello Rafael

Greatly  appreciated! Seems like I don't have enough authorization. I'll return to you once I get the access to sys_journal_field

Thanks

[Ankur Bawiskar]

@luisenvenga 

what's your exact business requirement?

if you want to do reporting on sys_journal_field then it's not allowed OOTB as it's system table

But once you update this property with that table it will allow you to create report on that table

glide.ui.permitted_tables

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[luisenvenga]

Hello Ankur,

Details shared: The request is to extract full Work Notes history, including all comunications between agents and customer. We will feed this into an analytical AI tool to transform the text into comprehensible analytical data. 

Data that will be used to work on the real root causes. We've noticed a lot of mismatches between what the agents declare as Root Cause vs Work notes conversation. For example:

1. User clearly requests ownership change in the app. The roles are missing for a new hire. 
2. IT team categorizes this as Knowledge Gap. In reality, it's a security request/technical limitation . Not a Knowledge Gap at all.

The Work Notes history analisys will help us understand what really happened on the tickets, in mass.

Going back to your point: I assume that after I get system admin role access, I should update a property from the sys_journal_field table. Could you please elaborate more on:

• the property and the value needed and
• where and how to take care of this?

Thank you!