Creating manually sys_journal_field record for a RITM as an Additional Comments, but is not showing.

[raphaelavel]

Hi,

I’m creating a record manually in sys_journal_field as Additional Comments for a RITM, but it isn’t showing in the related request item. All the required fields are filled correctly.

What am I missing?

[Mark Manders]

Why? Just add them from the form itself. The logic works from the form towards the journal field, including all audit/history tables involved. It's not a simple 'show what the comment says' feature. 

Never add updates to the sys_journal_field table itself. 

[Ankur Bawiskar]

@raphaelavel 

but why you want to create it manually? what's the business requirement for this?

I tried and it doesn't work

Seems some other config is to be done

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

[raphaelavel]

The business requirement is to add an additional comment that tells the user for whom the RITM is pending approval. Since we do not want to send a notification, our solution uses Additional Comments.

Because the approval records are created after the RITM is created, we need to determine which sysapproval_approver record is associated with the current RITM. To do this, we created a Business Rule that writes a comment to a custom field, and then pushes that comment to Additional Comments.

[Tanushree Maiti]

Hi @raphaelavel 

1) check this KB: KB2122007 Duplicate/Missing Comments in Activity Stream (UI 16) 

When Does the Duplicate Comments Issue Occur?

The duplicate comments issue arises when only a single journal entry (such as a comment or work note) exists in both the sys_audit and sys_journal_field tables, but the same comment appears twice in the activity stream. This typically happens when the same comment is loaded twice into the corresponding sys_history_set record.

One key indicator of this issue is the timestamp of the duplicated comments. If both entries in the activity stream have identical update times, it suggests that the system might be affected by this duplication issue.

Additional use cases and troubleshooting steps are outlined later in the KB article, guiding how to identify and handle these scenarios.

When is the customer affected by missing comments problem?

Some comments are missing from the activity stream, even though they exist in the sys_audit and sys_journal_field tables.

2) check KB: KB2305780 How to fix comments on records not appearing in the activity stream 

3) Also check: https://www.servicenow.com/community/itsm-forum/the-additional-comments-field-is-not-visible-to-end-...

https://www.servicenow.com/community/developer-forum/additional-comments-not-getting-updated-on-ritm...