Additional Comments (customer visible) - can they be deleted?

jrusso
Tera Expert

‎04-19-2023 09:49 AM

We recently implemented the ER module, and there is some concern about potentially inappropriate comments added to the additional comments vs. work notes.  We have had a couple of situations where a comment was added that should have been a work note.  (note - we currently have these configured as two separate fields displayed on the case form).

 

Question - is it possible to delete an additional comment?  If so, would it also remove it from the employee view of their requests on the portal?

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Karan Chhabra6
Mega Sage
Mega Sage

‎04-19-2023 03:07 PM

Hi @jrusso ,

 

Additional comments can be deleted but should only be done if there's an emergency situation, make sure to get the approval for this.

You need to alter the sys_journal, sys_audit and delete the sys_history_line record.
Please check this KB article : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0520375

 

Thanks

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