How to get specific journal entry (Additional Comments & Work Notes)?

[Jehiellb]

Hi Team,

Is there a way to capture a specific Additional Comments & Work Notes? I'm doing an integration where I'm sending an incident ticket to another platform using REST API: POST and PUT method and a Business Rule. But there is a case that if I update the ticket all the comments is being posted even tho I already receive it from the previous update.

I'm somehow familiar with journal entry but not fully knowledgeable to use it, I know that

getJournalEntry(1) gets the latest entry.
getJournalEntry(-1) gets all entries.

I have tried using the both of them, but what I need to get is the journal entry in between.

For example: 

I created an Incident and assigned it to Group 1 then posted a comments and work notes. This update will be posted to another platform that I'm using. 
Additional Comments 1-3
Work notes 1-3

Then, I reassigned the incident to another group - (Group 2) then posted another comments and work notes. This update should not be captured  b/c I have a business rule condition that it will only update the ticket from the other platform WHEN the Assignment group is assigned to Group 1.
Additional Comments 4-6
Work notes 4-6

Lastly, I reassigned it back to Group 1 and check the updates from the other platform. It did capture the
Additional Comments 4-6
Work notes 4-6 
BUT also the 
Additional Comments 1-3
Work notes 1-3

What I want to capture is only the 
Additional Comments 4-6
Work notes 4-6
not the 1-3, b/c it was already posted from the previous update.

Would that be possible? Let me know if you need any clarification to help you answer my question. I will provide information if necessary.

Your help on this will be much appreciated, Thanks in advance!  

[DrewW]

You can just go to the sys_journal_field table and query for the information you are looking for.

[Prerana1]

Hye did you achieve this?

If so can you please share the solution, i am also having the same query.

Thanks

[-O-]

It is possible to get all history data using the GlideSPScriptable object/API; e.g.

var stream = new GlideSPScriptable().getStream('incident', 'ff4c21c4735123002728660c4cf6a758');

gs.debug(JSON.stringify(stream, null, '\t'));

executed in Scripts - Background, in a PDI, prints out:

{
	"display_value": "INC0007002",
	"sys_id": "ff4c21c4735123002728660c4cf6a758",
	"short_description": "Need access to the common drive.",
	"number": "INC0007002",
	"entries": [
		{
			"sys_created_on_adjusted": "06.06.2021 01.25.48",
			"sys_id": "562a9bb52f28fc50c6ba2ca62799b6e0",
			"login_name": "System Administrator",
			"user_sys_id": "6816f79cc0a8016401c5a33be04be441",
			"initials": "SA",
			"sys_created_on": "2021-06-05 22:25:48",
			"contains_code": "false",
			"field_label": "Additional comments",
			"name": "System Administrator",
			"value": "Wroker added an additional comment",
			"element": "comments"
		},
		{
			"sys_created_on_adjusted": "17.10.2018 08.48.24",
			"sys_id": "930a1bb52f28fc50c6ba2ca62799b677",
			"login_name": "System Administrator",
			"user_sys_id": "6816f79cc0a8016401c5a33be04be441",
			"initials": "SA",
			"sys_created_on": "2018-10-17 05:48:24",
			"contains_code": "false",
			"field_label": "Work notes",
			"name": "System Administrator",
			"value": "Updated the priority of the Incident.",
			"element": "work_notes"
		},
		{
			"sys_created_on_adjusted": "17.10.2018 08.48.24",
			"sys_id": "d30a1bb52f28fc50c6ba2ca62799b677",
			"login_name": "System Administrator",
			"user_sys_id": "6816f79cc0a8016401c5a33be04be441",
			"initials": "SA",
			"sys_created_on": "2018-10-17 05:48:24",
			"contains_code": "false",
			"field_label": "Work notes",
			"name": "System Administrator",
			"value": "Work note copied from Parent Incident: Updated the priority of the Incident based on the criticality of the Incident.",
			"element": "work_notes"
		}
	],
	"user_sys_id": "6816f79cc0a8016401c5a33be04be441",
	"user_full_name": "System Administrator",
	"user_login": "admin",
	"label": "Incident",
	"table": "incident",
	"journal_fields": [
		{
			"can_read": true,
			"color": "green",
			"can_write": true,
			"name": "comments",
			"label": "Additional comments"
		},
		{
			"can_read": true,
			"color": "red",
			"can_write": true,
			"name": "work_notes",
			"label": "Work notes"
		}
	]
}

basically everything that has happened in a JSON.

Though you should always send just the journal entry of the current update and do the filtering, well in the filter of the BR that sends the update: make it not run when updated should not be sent.

[Bharat28]

Hi Jehiellb

Could tell me how did you achieve this i'm having same query to fetch additional comments in target instance 

Thanks