Importing incident history into journal entries

[bwong]

Hello,

We're experimenting data migration from our legacy Helpdesk system into Servicenow. For incident history, we need to import it in such a way that the history shows up in the incidents' page under the Activities section. Say, if there were 10 edits to the incident, the 10 edits will show up under the Activities section in a chronological order.

We're working with a Servicenow associate, who suggested that we should import(more precisely, import, and run transform) into the sys_journal_field table. What I did was that I made a few changes of one incident manually through the GUI and try to model the import data based on these changes as an example. And that didn't work. The imported entries don't show up under the Activities section.

Nobody on the Community forums seems to have the exact problem. The closest forum post I found was the following, regarding modifying journal entries:

Modify journal field entries?

That gave me a little clue, which is to also import into the sys_audit table, also modeling the data based on the GUI changes as examples. And that also failed. The imported and transformed history doesn't show up under the Activities section.

Can someone give us any insight?

Brian
bwong@imageworks.com

[cfs]

Hi James,

I've tried to read the post that you've link, how do you import these journal entries/audit logs from a let say production instance to development instance with the C# codes that you've provided in the link?

Can you provide some step-by-step reference for us to understand it easier?

How to submit to a webservice from an SSIS package

I'm quite new to ServiceNow & would like to learn much more from the Guru's in this community.

Thank you & Have a nice day.

Regards,

Tristan Cheong

[jamesmcwhinney]

Hi Tristian,

If you need to get production data into your dev instance, could you just clone production to dev?

Or is it important that you only copy that data specifically?

Regards,

- James

[cfs]

Hi James,

Thank for your prompt reply,

1.) The requirements are to clone the instance over from production to dev instance.

2.) Subsequently changes will be done on that dev instance for UAT/Sign-off

3.) Thereafter we'll need to seed all the to-date incidents to dev instance & converting that dev instance back to production.

4.) Remove the current prod instance completely.

I've managed to use system import set to migrate incidents/sla towards dev, however worknotes & activities seems to be quite tricky.

Regards,

Tristan Cheong

[Allen Andreas]

Hi, beyond using C# and all that craziness...

We are trying to import all 10,000 incidents from our Express environment to Enterprise (So SN to SN, basically)...

I have exported the sys_journal_field and the sys_audit tables....imported them in...then exported the incidents via XML and imported in XML and no luck on anything changing or updated in the incident.

Still out of order, still missing activity, still missing some usernames, etc...

So close!

Let me know, if you don't mind, what you ended up doing... I know this thread was from several years ago, but you never know!

[Allen Andreas]

Still stuck on my issue above of trying to bring over 10,000+ incidents...

The XML has all the information, but when they come over to Enterprise and I look at them...the comments is out of order, and all comments are posted as if the created_by individual is making them all....and the activity is nonexistent.