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Exporting incidents to Excel gives limited Work Notes data

GranadaDude
Kilo Contributor

‎06-16-2023 02:02 AM - edited ‎06-16-2023 02:36 AM

Hello,

 

For reporting purposes, I have a list of incidents, where I need to be able to filter based on certain entries in the work notes.

 

Why should I need this ? Because in the work notes there are system updates where the short description gets another prefix. This prefix I then use temporary to be able to filter on content of my short description.

 

What is then the exact problem ? In Snow, I can clearly see system notes. When exporting this incident, these system notes are not present in the export.

 

Is this a general setting ? Or is this a restriction ?

 

Example : 

 

In export I see the latest update as (I put in the real username as Username due to privacy reasons): 

 

2023-04-17 14:25:21 - [Username] (Work notes)
Cher utilisateur,

 

When I compare with Snow : the latest info is that the issue was closed. But these entries I don't see in Snow.

 

GranadaDude_0-1686908156700.png

 

 

Any tips or advise would be extremely helpful

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Ravi Chandra_K
Kilo Patron
Kilo Patron

‎06-19-2023 12:51 AM

Hi @GranadaDude  worknotes and additional comments are stored in Journal Entries[sys_journal_field] table.

The Element ID holds the sys_id of the incident. Can you pls check with that table and see if you can export the required data.

 

Regards,

Ravi Chandra.

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