Can I delete something from customer visible notes on a service request task?

[mb27]

Someone has typed a credit card number into the customer visible notes field on a service request task. We'd like to remove it, either by amending or deleting the note.

I've tried following the instructions in this community post:

https://community.servicenow.com/community?id=community_question&sys_id=beb58321db1cdbc01dcaf3231f96...

But it doesn't work. I do everything, but when I go back to the task record, the customer visible notes field has not changed. That post is a few years old so may apply to an earlier version. We're running Helsinki.

[arielgritti]

Hello

I did the steps you mentioned and works.

Take a look

1. Create a comment on a sctask

2. Copy the sys_id of the sctask

3. Delete the entry in the sys_journal_field

4. Delete the entry in the sys_audit

5. Delete the entry in the sys_history_set

The comments disappears

Please, mark correct or useful if i helped you
Thanks
Ariel

[VigneshMC]

Check the Servicenow's official documentation 

https://hi.service-now.com/kb_view.do?sysparm_article=KB0520375

Thansk

[vinothkumar]

Refer the below thread

https://www.servicenowguru.com/system-definition/remove-activity-log-journal-entries/

[mb27]

This is the entry I want to delete:

 

So I delete the journal entry:

 

Then delete the Sys Audit entry

 

And the record History…..

 

But it’s still there!