Not Working/Updating value of comments_and_work_notes in incident table

pavan yadav1 · ‎02-28-2024

Not Showing value of comments_and_work_notes on service UI of incident table when new incident create via REST API after successfully incident record created. And also I am getting empty value of comments_and_work_notes key in response body.

url : https://{instance}.service-now.com/api/now/table/incident

Request body :

{

"short_description" : "created by pavan20",

"caller_id" : " ",

"comments_and_work_notes": "Testing comments_and_work_notes when new incident record created in incident table"

}

Response body :

{

"result": {

"parent": "",

"caused_by": "",

"watch_list": "",

"upon_reject": "cancel",

"sys_updated_on": "2024-02-29 04:35:00",

"origin_table": "",

"approval_history": "",

"number": "INC0010064",

"x_1318253_demo_pavan_field_name1": "",

"x_1318253_demo_pavan_field_name2": "",

"state": "1",

"sys_created_by": "Admin",

"knowledge": "false",

"order": "",

"cmdb_ci": "",

"delivery_plan": "",

"contract": "",

"impact": "3",

"active": "true",

"work_notes_list": "",

"priority": "5",

"sys_domain_path": "/",

"business_duration": "",

"group_list": "",

"x_1318253_demo_pavan_field_name": "",

"approval_set": "",

"universal_request": "",

"short_description": "created by pavan20",

"correlation_display": "",

"delivery_task": "",

"work_start": "",

"additional_assignee_list": "",

"notify": "1",

"service_offering": "",

"sys_class_name": "incident",

"closed_by": "",

"follow_up": "",

"parent_incident": "",

"reopened_by": "",

"reassignment_count": "0",

"assigned_to": "",

"sla_due": "",

"comments_and_work_notes": "",

"escalation": "0",

"upon_approval": "proceed",

"correlation_id": "",

"made_sla": "true",

"child_incidents": "0",

"hold_reason": "",

"task_effective_number": "INC0010064",

"resolved_by": "",

"sys_updated_by": "Admin",

"opened_by": {

"link": "https://{instance}.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04bdfdff",

"value": "6816f79cc0a8016401c5a33be04bsffc"

},

"user_input": "",

"sys_created_on": "2024-02-29 04:35:00",

"sys_domain": {

"link": "https://{instance}service-now.com/api/now/table/sys_user_group/global",

"value": "global"

},

"x_1318253_demo_custom_field_name": "",

"route_reason": "",

"calendar_stc": "",

"x_1318253_demo_just_test": "",

"closed_at": "",

"business_service": "",

"business_impact": "",

"rfc": "",

"time_worked": "",

"expected_start": "",

"opened_at": "2024-02-29 04:35:00",

"work_end": "",

"caller_id": {

"link": "https://{instance}.service-now.com/api/now/table/sys_user/ ",

"value": " "

},

"reopened_time": "",

"resolved_at": "",

"subcategory": "",

"work_notes": "",

"close_code": "",

"assignment_group": "",

"business_stc": "",

"cause": "",

"description": "",

"origin_id": "",

"calendar_duration": "",

"close_notes": "",

"sys_id": "9851d097972002103f61b390f053gfdfs",

"contact_type": "",

"incident_state": "1",

"urgency": "3",

"problem_id": "",

"company": "",

"activity_due": "",

"severity": "3",

"comments": "",

"approval": "not requested",

"due_date": "",

"sys_mod_count": "0",

"reopen_count": "0",

"sys_tags": "",

"location": "",

"category": "inquiry"

}

shyamkumar VK · ‎02-28-2024

Hello @pavan yadav1 ,

can you try Adding Work notes into the JSON and try

{"work_notes":"testing"}

Reference

Regards,

Shyamkumar

Please mark this as helpful and accept as a solution if this resolves your Ask.
Regards,

Shyamkumar

Harshad Wagh · ‎02-28-2024

this comments_and_work_notes field is not visible on form,

you need to pass this information in either "work_notes" or "comments" field which will be appended on above field as well.

Thanks

Harshad