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

[keith_schaefer]

Hi Allen,

Once the [sys_audit] data is in the system, you may need to delete the current history of the impacted record.  Right-click the form header of the incident and select History >> List.  Select the Delete UI Action, and the next time that target record loads, it will rebuild based on the audit data.

This should restructure the comments correctly.  Have you done this step?

Thanks,

Keith S.

[Allen Andreas]

Hi,

I resolved my issue some time ago. Thanks for trying to help. The issue was on Express there's a limit to the amount of data able to be exported by XML and that was causing issues. HI with SN and they were able to increase the amount so I could finish my project.

Thanks!

[Kumar Tella]

I am planning to do similar thing. I have a requirement to move set of incidents with activity log to production from cert instance. The incident numbers might have been already taken in prod so I will need to regenerate incident numbers for the ones moved from cert. I am sure sys ids are different. If anyone did this before and would like to share sample script or better approach is greatly appreciated.

[Kostya]

Did you tried to update incident (comments / worknotes) by script? Every time you save (gr.update()) the record, the data will be transfered to history and audit table automatically. Unfortunately, it is impossible to overwrite created on updated on fields.