Activities show limit on incident form

[Rini1]

Hi,

Recently our service desk couldn't view the new activities (additional comments, worknotes) on the form. So I increased the view limit from 250 to 350 (glide.history.max_entries). After sometime again similar issue started as the incident was very old and had many activities in it. Iam worried to increase the show limit further considering performance issues.

1. Is is okay to increase the limit further and whats the maximum we can update the number to?

2. As its affecting the new activities, is there any way I can hide the older comments and display the new comments?

Any guidance would be much appreciated.

Thanks

Rini

[Swapna Abburi]

Hi @Rini1 

There is no max. limit or suggested limit mentioned for this property but increasing the limit beyond the default value of 250 will have a performance impact especially for records where activity list is very high. 

Coming to your second question, as per the below article, it should hide old activity records first. If it is hiding newer entries first then you can log a support case.

"Records in excess of the number selected will simply not be displayed in a activity log, with the oldest records the first to be removed from the display."

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0724317

[Rini1]

Yeah even after updating the value under system properties, its not displaying newest activities. I will try raising a Hi ticket.

Thank you for the guidance!

[Vishal Jaswal]

Hello @Rini1 

1. Is it okay to increase the limit further and whats the maximum we can update the number to? --> Higher number will degrade the performance slowly and gradually when form is loaded. If you can uncheck some of the Filter Activity fields and just keep only few which are relevant and required, then increasing the limit further will not affect the performance.

2. As it's affecting the new activities, is there any way I can hide the older comments and display the new comments? --> Here is a challenge; Let's say in the activities you have enabled "Additional Comments" and "Work Notes" . If the count of both Additional Comments and Work Notes is 500 whereas the limit you have set is 350 then you will only see the latest 350 and the old 150 will not be seen.