Updating the profile name with "sn_nowassist_skill_config" table records sys_id's in case work notes

[santhoshkolluri]

Hi Experts,

As requested, when the UI action on the case form is clicked, we need to retrieve attachment details from AWS and update them in the case worknotes, referencing keywords from the case's short description. We have implemented AI Search, and it is functioning as expected.

***The issue is that when updating the case worknotes, we are seeing raw sys_ids alongside the profile name, rather than just the profile name (see the attached screenshot).

Note: These sys_id's from "sn_nowassist_skill_config" table records.

We have attempted several methods to remove the sys_ids, but none have been successful.

Has anyone encountered this problem before? If so, I would appreciate your insights.

Thanks,

Santhosh

[john21cornell]

Hi Santhosh, this usually happens when the reference field is returning the underlying sys_id along with the display value. Since the IDs are coming from sn_nowassist_skill_config, I would check how the profile/reference field is being retrieved and passed into the worknotes update. Try explicitly using the reference field’s display value (for example, getDisplayValue()) rather than the raw field value/sys_id. If the AI Search response is generating the content, also verify the output mapping before it reaches the worknotes field.