Comments are not being displayed in Web Portal

[karlbarek]

Backstory:

We have developed a native iOS/Android app that connects to our Service Now Incident system using SOAP.

Everything works as expected except the following:

• When we add a new comment to the sys_journal_field   it is not being displayed to the end user when they view the incident inside the Web Portal. I've attached a screenshot of our web portal. That incident there actually has several 'comments' that were added inside the mobile app to the sys_journal_field table. The data does indeed exist in that table within service now because we can terminate the app and then restart and fetch comments using getRecords and it displays those newly created comments within the app.

• If the user creates a comment using the Web Portal interface that comment displays properly in our app.

How we are inserting new comments within our app:

• We are using https://our-instance/sys_journal_field/insert
• We are passing in the element_id   and the   value

Any suggestions?

Thanks,

Karl

[randrews]

I believe you need to add the "Activities (filtered)" field to your mobile form layout...

additional comments is a journal field so it's saved contents are all displayed in the activities area.

[karlbarek]

Not sure I follow.   The screenshot is of our web portal. Are you saying it's a setting on the web portal? (We have zero control over it as it's handled by a 3rd party).

I look at the sys_journal   WSDL and I don't see any obvious property I can set in my insert from my SOAP call to make it display it in web portal.

[randrews]

ok i am not sure how your web portal is setup so can't comment on that.. but when you look at a record that has additional comments etc.. you will notice that those comments all are shown int the bottom under "Activity"

this is because it, and work notes are journal input fields.. that enter data into the activity journal field...   so they are always blank when the form loads.. to display past comments/work notes the activity journal field has to be on the form...

i don't see it on the screen shot above.

[karlbarek · Accepted solution]

So, we figured our issue anyways.   This is the code for Android:

request.addProperty("name", "task");

request.addProperty("element", "comments");

When we add those fields into our SOAP call, the comments are displayed properly in the Web Portal that are created via the mobile app.