I want to check the last update date and time of additional comments (visible to customers) registered by Internal users for cases in a report.

[Hitomi Sasaki]

Please,Tell me.
I want to check the last update date and time of additional comments (visible to customers) registered by Internal users for cases in a report.
Thank you.

ケースについて、Internalユーザが登録した追加コメント（顧客に表示）の最終更新日時をレポートで確認したい

[Community Alums]

Hi @Hitomi Sasaki ,

Comments is a journal field.   The field is not a traditional data field on any form.   The table that stores these comments is sys_journal_field.

 This is going to be a large table.   Reporting against it may be intensive, so be careful.  If you must report on a system table, you can add it to the glide.ui.permitted_tables property. Navigate to System Properties > UI Properties and locate the property labeled List of system tables (beginning with "sys_", comma separated), that are reportable. By default, system tables are not reportable. Proceed with caution. That being said, if you still want to do it, this is how:

Reporting on system tables

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Ankur Bawiskar]

Hi,

you can query sys_journal_field with the record and field and orderBy Descending and you will get the latest comments

What's your business requirement?

Regards
Ankur

[Arav]

Hi @Hitomi Sasaki ,

As noted by Sandeep, reporting on journal table is not efficient but I will give a few tips. Please see if these are helpful.

a. Run a report on "Case [sn_customerservice_case]" with the desired filter and add the column "Comments and Work notes" in the report. This will display the history of comments and work notes including time stamps added to the case

b. As an admin, please right click on a case form header, click "History > List". This will display a list of changes made to the record. Filter the list by selecting "Show matching" on "Additional Comments" under Label field. This will show the list of comments added to the record.

Thanks,

Arav 

[Mark Manders]

The real question is already asked by Ankur: what is it you are trying to accomplish? Because you can create all kinds of reports on the sys_journal_field table, but that will cause performance issues (although I've seen something with reporting on all changed fields on a record based on a scheduled report).

But if it's really important to know when the last comments were entered by an internal user, you could just create a date/time field on the table and have it filled/changed when this happens. You can run your reports on that field.

If my answer helped you in any way, please then mark it as helpful.

Mark