Incident notes from Pager Duty do not display in Activities (filtered)

[willa]

I recently implemented Pager Duty's bi-directional integration with ServiceNow. Everything works as expected except for one thing that I have not been able to figure out. When a note is added to an incident in PagerDuty there is a scripted UI action that imports those notes from PagerDuty into the incident work notes. It does correctly import the notes and insert them into the work notes of the incident but those notes do not show up in the Activities (filtered) field on the incident form. If I add the 'Comments and Work Notes' field to the form, all of the work notes do display there. I can also see them from the work notes tool-tip from the list view.

I have confirmed all the filters are selected for the Activities field, messed around with User Preferences, confirmed that the Activity Formatter includes work notes, and confirmed sys property 'glide.ui.incident_activity.fields' includes work_notes and comments_and_work_notes. There are other work notes from PagerDuty that do show up in the activity but they also come in through a scripted processor while the notes that are missing are actually being imported from the PagerDuty API into an import set and then a transform map script is actually doing the work to update the incident work_notes.

It's got me stumped as to why some show but other don't. Any suggestions are appreciated!! Thanks!

[willa · Accepted solution]

I did eventually find a fix for this issue. The PagerDuty application for ServiceNow includes a Note Import Service which uses a transform map to update the incident notes. 'Run Business Rules' for this transform map was not check and after checking it notes are imported and show in the work notes activity field fine. I haven't done a lot of testing with it but it seems to work fine. Just wanted to provide an answer to my own question here in case any one else runs into this issue.

[adaml]

This is great! I just called PagerDuty Support yesterday and was asking them about this, thinking it was a bug with the latest version. They couldn't direct me to this solution, so I'm glad you already discovered it!