Is it possible to edit work notes field?

[margie_joyce]

Is there any way of editing the work notes (ie journal) field to remove an entry? For example, if somebody has put something in there which they shouldn't have, and which is now visible to all users, is it possible to remove just that one entry which has caused the problem? (With a normal string field, you could just erase or type over the offending text and save, and then as long as the field is not audited, the problem is solved.)

I've tried converting the journal field to a string, and editing the string, but that doesn't produce the result I need.

Does anybody have any ideas?

[CapaJC]

Possible, but intentionally not easy.
1) Find the sys_id of the incident. Do this by right-clicking and "Copy URL". The sys_id is the 32 characters immediately following "sys_id="
2) Go to the sys_journal_field table. You can get there using the URL (make it specific to your instance instead of /demo): http://www.service-now.com/demo/sys_journal_field_list.do
3) Filter where element_id = (the sys_id of your incident).
4) That should give you all journal comments/worknotes for that incident. Delete the bad one.

A better URL might be (to prevent possibly killing your instance and requiring a restart):
https://www.service-now.com/demo/sys_journal_field_list.do?sysparm_query=element_id=a9e9c33dc6112276...
Where you replace the last 32 characters with your sys_id, and use the URL for your instance instead of /demo.

--J

[margie_joyce]

Thanks very much. That does the trick.

margie

[ethal]

I've tried this but the Service-Now URL's have changed. How would I accomplish this now?

[shill]

It appeared to work for me as I was able to find the offending work note, but after deleting it does not remove it from the activity listing on the record. In fact, I see no changes at all. Where else could this be located at??