Deleting work notes or comments.

[Anselmo Cruz Ma]

Is it possible to delete a note or comment on the incidents?

[Raghu Loganatha · Accepted solution]

Hi, 

Its stored on the history line table (sys_history_line) and you need to delete it from there as well inorder to remove it from activity section.  

Here is the link for direct navigation, change instance name and sys_id as per your instance and record. 

https://<instance_name>.service-now.com/nav_to.do?uri=%2Fsys_history_line_list.do%3Fsysparm_query%3Dlabel%253DAdditional%2520comments%255Eset%<sys_id>%26sysparm_first_row%3D1%26sysparm_view%3D

Mar this thread as "Answered/Helpful" if this helps answer your question.

~Raghu.

[Community Alums]

How to delete a Comment or a Work Note from a record

I found some good read from https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0520375

Description

Sometimes a comment or a work note containing sensitive information needs to be edited or deleted from a record.

Resolution

The following steps explain how to locate the journal entry in the [sys_journal_field] table and the audit entry in the [sys_audit] table.

 Warning: Please note that attempting to view the entire [sys_audit] table may retrieve a large number of records and can seriously affect instance performance during the query.

1. Right-click on the record and select Copy URL to Clipboard to obtain the unique sys_id of the record. For example: https://<instance name>service-now.com/nav_to.do?uri=incident.do?sys_id=85befb1c4a34bb12013b216a9fd5fee8
   
   
2. Copy the sys_id. In the URL example above, the sys_id is: 85befb1c4a34bb12013b216a9fd5fee8.
   
   
3. Update the Journal Entry:
   
   1. Enter the journal entry URL + the sys_id. For example: https://<instance name>.service-now.com/sys_journal_field_list.do?sysparm_query=element_id=85befb1c4a34bb12013b216a9fd5fee8
   2. Locate the journal entry.
   3. Modify the record and update or delete the record.
      
      
4. Update the Audit Entry:
   
   1. Enter the audit entry URL + the sys_id. For example: https://<instance name>.service-now.com/sys_audit_list.do?sysparm_query=documentkey=85befb1c4a34bb12013b216a9fd5fee8
   2. Locate the audit entry.
   3. Modify the record and update or delete the record.
      
      
5. Rebuild the History Set. This is only required when you do not use direct auditing and the System Property [glide.sys.activity_using_audit_direct] is set to false (= default value (this is the value used if the System Property does not exist on the instance).
   
   1. Locate all History Set records for the item whose history needs to be rebuilt by entering the history set URL + the sys_id. For example: https://<instance name>.service-now.com/sys_history_set_list.do?sysparm_query=id=85befb1c4a34bb12013b216a9fd5fee8
   2. Click the Delete button for each History Set. This will delete the History Set, not the audit data. The History Set will be rebuilt with the corrected audit and journal information as soon as a user views the item.
      
      
6. Update the Email Entry:
   
   1. Enter the email entry URL + the sys_id. For example: https://<instance name>.service-now.com/sys_email_list.do?sysparm_query=instance=85befb1c4a34bb12013b216a9fd5fee8
   2. Locate the email entry.
   3. Modify the record and update or delete the record.

Reagrds

Gautham Shenoy