@Vinod S Patil
work_notes field type is sys_journal_field, and there is special about on sys_journal_field, the contains operator won't work, please read the details below.
You cannot directly apply a "contains" operator to the
sys_journal_field
table in a typical ServiceNow condition builder because the table's design stores journal entries separately from the main record, not as a single, directly queryable field. To search for a specific value within a journal entry, you must query the
sys_journal_field
table directly using a script (like GlideRecord) or create a
database view to join the
sys_journal_field
table with the table containing the journal entries (e.g.,
incident).
Separate Record Storage: Journal fields (Work Notes, Comments) are stored in the sys_journal_field table as individual records, each linked to a specific task or record by its sys_id
Using a GlideRecord Script (Recommended for Scripts):- Use the sys_journal_field table.
- Query for the specific element_id (the sys_id of the record with the journal entries) and the name of the field (e.g., comments).
- Then, you can check if the value field of the journal entry contains your desired text.
var gr = new GlideRecord('sys_journal_field');
gr.addQuery('element_id', current.sys_id); //
Or the sys_id of the record you are working on
gr.addQuery('element', 'comments');
// Or 'work_notes'gr.addQuery('value', 'CONTAINS', 'Your Search Term');
// Apply the contains operator heregr.query();if (gr.next()) {
// A matching entry was found} work notes is type of Journal Entry [sys_journal_field] and the contains operator won't work with the this type of field, you need to use the conditions I have sent. The contains operator though available but won't work with Journal entry type field.
Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.
