Send all work notes history to External system via flow designer

[Priyadharashin1]

Hi all,

I need to send the work notes history in the below format to external system using flow designer. Also, while Inbound, I need to process the work notes history and store it in Incident table. For inbound I am using Transform Map. Kindly provide some suggestions. Thanks.

"workNotesHistory": [
{
"workNote": "XXX",
"date": "XXX",
"user": "XXX",
"order": "XXX"
},
{
"workNote": "XXX",
"date": "XXX",
"user": "XXX",
"order": "XXX"
}
]

[Hayo Lubbers · Accepted solution]

Hi @Priyadharashin1,

Getting all the work_notes out, should be possible via the getJournalEntry function.

var grIncident = new GlideRecord('incident');
if (grIncident.get('407bfe6b97142110b4f672571153afc9')) {

    //gets all journal entries as a string where each entry is delimited by '\n\n'
    var notes = grIncident.work_notes.getJournalEntry(-1);
    //stores each entry into an array of strings
    var na = notes.split("\n\n");

    for (var i = 0; i < na.length; i++)
        gs.info(na[i]);
}

Would deliver (in a background script):

*** Script: 20-02-2023 19:34:56 - System Administrator (Work notes)
Work Note #3
*** Script: 20-02-2023 19:34:51 - System Administrator (Work notes)
Work Note #2
*** Script: 20-02-2023 19:34:45 - System Administrator (Work notes)
Work note #1
*** Script: 

Based on : https://developer.servicenow.com/dev.do#!/reference/api/tokyo/server_legacy/c_GlideElementAPI#r_Glid...

If you combine that and split it (lazy splitting, since it is an example, you might want to split it in a better way with a proper regex to prevent issues with different date/time formatting etc.), you get something like this:

var grIncident = new GlideRecord('incident');
if (grIncident.get('407bfe6b97142110b4f672571153afc9')) {

    //gets all journal entries as a string where each entry is delimited by '\n\n'
    var notes = grIncident.work_notes.getJournalEntry(-1);
    //stores each entry into an array of strings
    var na = notes.split("\n\n");

    var result = [];
    for (var i = na.length; i >= 0 ; i--) {
        var nb = na[i].split("\n");
        if (nb && nb[0]) {
            var yourDate = nb[0].substr(0, 10);
            var yourTime = nb[0].substr(11, 8);
            var yourDateTime = nb[0].substr(0, 19);
            var yourUser = nb[0].substr(22).split('(')[0];
            var yourWorknote = nb[1];
            var worknote = {
                "workNote": yourWorknote,
                "date": yourDateTime,
                "user": yourUser,
                "order": i
            }
            result.push(worknote);
        }
    }

    gs.info(JSON.stringify(result))
}

resulting in:

[{"workNote":"Work note #1","date":"20-02-2023 19:34:45","user":"System Administrator ","order":2},{"workNote":"Work Note #2","date":"20-02-2023 19:34:51","user":"System Administrator ","order":1},{"workNote":"Work Note #3","date":"20-02-2023 19:34:56","user":"System Administrator ","order":0}]

If the answer helped you in any way, please mark it helpful. If it your solution, please accept it.

[Priyadharashin1]

Hi Hayo,

Thanks for the response. I did few modifications, but this script worked..Thank you

[Raghavendra97]

This script helps for a single record help me to fetch the same for multiple records along with the incident number for each work notes with that specific incident number

[Uncle Rob]

You should already be preselecting your Incidents in the flow.  Then execute the script from within a For Each.  May need to create your own custom action.