How to delete the work notes comments in incident record

[Mandhula Harish]

How to delete the work notes comments in incident record.

[Dan H · Accepted solution]

Hi,

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.

Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0520375

Hope this helps.

Please mark my answer as Correct/Helpful based on impact

Regards,

Dan H

[Pato_Herrera]

Hi Dan,

Can i use this in Request ITEM comments??? i try, but doesn't work. thanks you.

[Audrey H]

Hi Pato_Herrera,

The KB article that Dan referenced (https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0520375) actually details three files (sys_journal_field, sys_audit, and sys_history_set) where a record might need to be modified or removed in order to modify or remove a comment/work note from a ticket, and in some cases you need to modify/delete entries in all three.

In my tests I needed to modify/delete an entry in all three files. 

Good luck.

Audrey

[ellinorM]

Hi, 
I just started working with Servicenow. I have tried to find a easy way to delete a specific comment or work note from an incident via the Table API. I want to delete a comment using the comment ID/work note ID (sys_id) with the Table API from all tables needed. From what I understand there is three tables that I need to handle? 

sys_journal_field
sys_audit
sys_history_set

The problem is that the sys_id is different  in all tables and there is really no way of making sure that I delete the correct items? My code will have the incident sys_id and the comment/work note sys_id available when doing this operations. What is the best way to do this?