worknotes content not visible on incident form

[Raviteja K]

Hi

We are trying to create incidents via integration. We are facing one strange issue, work notes content though updating in the backend it is not visible in the incident form. I can see work notes content in the list view. But it is not visible on the incident form. Issue only with work notes field, all the other fields are inserting/updating properly. Any pointers I can fix this issue.

Thanks in advance

[Ankur Bawiskar]

Hi Raviteja,

Is it happening for all the incidents i.e. those created internally in ServiceNow and those created from integration.

Can you check any ACL issue for this?

How are you setting the work notes value in the backend i.e. when incident is getting created via integration

Regards

Ankur

[Raviteja K]

No issue only for particular incidents created via this incidents. Issue is backend value is there but not visible on the UI. When work notes is manually entered that is visible on the incident.

[Ankur Bawiskar]

Hi Raviteja,

Can you check whether the value is stored in journal entries table when incident is getting created via integration?

Is there any data policy for this field?

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Raviteja K]

Value is stored in the Journal entries table. There is no data policy.

But here if I try to get the value via api rest explorer it is showing null value, but when it is pulled by the user who is performing integration it is showing value.

Any access related issue?