Import work notes via Import Set

[David P2]

Hi All,

I have a situation where we need to push work notes from one ServiceNow instance to another using a REST call when an incident is updated in the source system. However, I can't get the work notes to carry over. In doing some research, it looks like this is a know issue as per this article.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0623936

I followed the work around steps, but the work notes are not appearing on the incident even though it says it was updated.

For my transform map, I have a staging table u_incident which has the following fields:

u_number : String
u_comments_and_work_notes : String

I am mapping the above fields to the incident table as such:

source: u_number (coalesce)
target: number

source: u_comments_and_work_notes
target: work_notes

I can't get the work notes to show on the incident. I've tried also using a script like such:
target.work_notes.setJournalEntry(source.u_comments_and_work_notes);

and

target.work_notes = source.u_comments_and_work_notes.toString()

I've tried setting the u_comments_and_work_notes field to a Journal Input to match the target field type, but when I do that the transform says there were no field changes and is ignored.

EDIT: I have been using the REST API Explorer to make the API calls as a test.

Any one have any thoughts as to what I am doing wrong? Thanks!

[vkachineni]

you may have to load the GliedeRecord and then set the work notes instead of just

target.work_notes = source.u_comments_and_work_notes.toString();

This might help

https://community.servicenow.com/community?id=community_question&sys_id=bcf18fa9db98dbc01dcaf3231f961981