When Incident work_notes is updated to empty string via script, Notes section disappears

[Bharat Shinde]

Hi Team,

When Incident work_notes is updated to empty string via script, Notes section disappears and shows No Activity.

inc.work_notes = "   ";

if you look at below image, there are activities..

But when same incident is updated via script like below:

var inc = new GlideRecord('incident');

inc.addQuery('active',true);

inc.addQuery('number','INC02776931');

inc.setLimit(1 ) ;

inc.query();

if(inc.next()){

    inc.work_notes = "   ";

    inc.state = "2";

    inc.update();

    inc.setWorkflow(false);

}

now it shows No Activity even though there are activates if I export the XML and i can found it there.

If i go to sys_journal_field table then i can see blank entry there but even i delete it or update it, still on Incident UI Notes section not loading.

How to fix it as we have multiple Incident records of same?

Regards,

Bharat 

[SANDEEP28]

@Bharat Shinde Why are you updating empty string in work_notes ? what is the requirement here?

[Bharat Shinde]

Hi @SANDEEP28 
I am not updating empty string, actually we have integration with third-party and they are sending in their payload while updating back the incident for other fields. We have inform them but i am not sure why ServiceNow behaving like this as we do not have control.

[Bharat Shinde]

Hi All,
it seems i found the solution for this:

I tried for one record on which Activity section was not showing, and following below steps I am able to see that section and activities back again.

Note* But this is manual and tedious process if there are too many incident record to fix by this way, this needs to perform first on non-prod environment and thoroughly verified.

Step 1: journal entry->
sys_journal_field.FILTER (ElementID=sys_id of incident record)
Need to delete the blank entry of work_notes from this table

Step 2: audit entry->
sys_audit.FILTER (DocumentKey=sys_id of incident record) - Remove OldValue and update NewValue
Need to delete the blank entry of work_notes from this table

Step 3: history entry->
sys_history_set.FILTER (ID=sys_id of incident record) - delete record from here
Need to delete the history record of that incident from this table

Reference Video:

How to update existing work notes/comments from a record in servicenow
https://www.youtube.com/watch?v=bcK8Ajdl5c4

[JackieZhang]

Actually I don't suggest to use table API directly for integration. You should try to use scripted rest API to restrict the dirty data like blank work_notes into ServiceNow.