Incident Comments or work notes added by REST API not visible on Incident screen.

[Dheeraj N]

Hi Team,

I am using ServiceNow REST API & trying to add comments or work_notes in existing Incident by following REST API. As a result, it's getting success & inserting in DB properly however when I am trying to see the newly added comment or work_notes in respective Incident in Service Now GUI, it's not visible. Can someone help me here to fix this?

REST API End point : https://devxxxxx.service-now.com/api/now/table/sys_journal_field?element_id=44791b8c37121300eb30dcc773990e0b

Request Json: 

{

"name": "incident",
"element_id": "44791b8c37121300eb30dcc773990e0b",
"value": "Internal Note 4 by REST API",
"element": "work_notes"
}

API Status : 201 Created

Refer following ServiceNow Incident screen as well.

[Mike Patel]

Try using incident table something like below

PATCH https://xxx.service-now.com/api/now/table/incident/44791b8c37121300eb30dcc773990e0b

{"work_notes":"test2"}

[Jayanta]

I also ran into this issue. I have a integration with SNOW where comments gets added via Rest API using the payload that Dheeraj used. It is not working now. 

Interestingly when i fetch the comments for a incident using below API it shows the comments added via the API.

SERVER/api/now/table/sys_journal_field?sysparm_query=element=comments&element_id=SYSID

The solution suggested by Mike is working for now. Just wondering It this a API issue. The original API, is it deprecated?

[Dubz]

I've seen this issue when inserting comments into the sys_journal_field via business rule so it's not a REST API issue. I think the activities formatter queries the sys_history or sys_history_line tables to return activities so just adding a record in to the sys_journal_field table isn't enough. This is why it is recommended that you use the getJournalEntry() and setJournalEntry() API methods when interacting with journal entries.

[Jayanta]

This used to work earlier. Our integration worked for a long time since 2016. Anyhow point is noted. Thanks for the response.