Hey Folks
Any ideas as to why Additional Comments created in a New Call record do not populate to the Activity log?
They generate the intended notification, and the notification gets populated in the Activity Log, but not the Additional comment itself.
The Filter has everything checked:
Weird right?
Cheers
A.
Hi A,
Try adding the field directly to the sys_porperties
- Type "sys_properties.list" into the filter navigator and press enter.
- Search for the "glide.ui.new_call_activity.fields" property. If you don't have this property then you'll need to create it.
- Make sure that "u_additional_comments" is included in the comma separated list in the "Value" field.
Should look something like the below:
* Note: I just amended the equivalent incident table activity field property for demo purposes. Take no note of the other fields or description shown in the image.
If the "u_additional_comments" field is included in the Value field then you should be good to go.
Brent
P.S. If my suggestion helped then please mark as helpful and/or correct so other community members can benefit from this information.
Hi A,
You need to check the journal entry table (sys_journal_field) using the following URL construct (shows last 15 mins but you can amend for your own use):
https://<YOUR ServiceNow INSTANCE HERE>/sys_journal_field_list.do?sysparm_query=sys_created_onONLast%2015%20minutes@javascript:gs.minutesAgoStart(15)@javascript:gs.minutesAgoEnd(0)&sysparm_first_row=1&sysparm_view=
The "Name" field is the table name that the journal entry is associated with. The "Element" field is the input field, probably "comments" in your case. The "Element ID" is the sys_id of your task:
You can get the task sys_id by right clicking on the task header and selecting Copy sys_id:
Check to see if the comments are being associated to the Call ticket or the task that the ticket is being transferred to i.e. Ticket shown in the "transferred_to" field on the Call:
This should answer your query,
Brent
P.S. If my suggestion helped then please mark as helpful and/or correct so other community members can benefit from this information.
Hi A,
Have you checked the actually field name of your "Comments" filed on new call form?
The standard field for capturing this information on New Call is the "Description" (description) field. This is normally a multi-line string field but someone may have converted it to a journal_input field and renamed it for your purposes. They may have also just created a custom dictionary entry for this purpose. You can check the field name by right clicking on the field label and selecting "Show - <field name>"
If the field is not called "comments" then it will need to be added to the list of fields available to the activity formatter. You can configure the fields by left clicking on the funnel icon next to the activity formatter, scroll to the bottom and select "Configure available fields"
From there you need to find the field that you are using for your customer comments and then add it to the available fields.
The field then should show in the activity stream as long as it is selected in the filter. Let me know if this worked for you.
Brent
P.S. If my suggestion helped then please mark as helpful and/or correct so other community members can benefit from this information.
