How to Delete or Update Comments added in an RITM in Service Portal and also in Backend

[sattar3]

Hello All,

If any user added a comment in an RITM, we need to provide an option to update or delete the comment.

If the user clicks on delete button then the added comment will get deleted and if the user click on edit button then added comment user can able write and update it.

Please check the below screenshot.

We need the same feature in backend also

Please help me on this to complete this requirement. 

@Ankur Bawiskar @Mark Roethof @Community Alums @SANDEEP28 @Amit Gujarathi @ravi gaurav 

Thanks,

Sattar

[PVJShareKnowled]

Hi @sattar3, Good day! Here is a nice article explaining it, please refer below for link.

Description

Sometimes a comment or a work note containing sensitive information needs to be edited or deleted from a record.

Resolution

The following steps explain how to locate the journal entry in the [sys_journal_field] table and the audit entry in the [sys_audit] table.

 Warning: Please note that attempting to view the entire [sys_audit] table may retrieve a large number of records and can seriously affect instance performance during the query.

1. Right-click on the record and select Copy URL to Clipboard to obtain the unique sys_id of the record. For example: https://<instance name>service-now.com/nav_to.do?uri=incident.do?sys_id=85befb1c4a34bb12013b216a9fd5fee8
   
   
2. Copy the sys_id. In the URL example above, the sys_id is: 85befb1c4a34bb12013b216a9fd5fee8.
   
   
3. Update the Journal Entry:
   
   1. Enter the journal entry URL + the sys_id. For example: https://<instance name>.service-now.com/sys_journal_field_list.do?sysparm_query=element_id=85befb1c4a34bb12013b216a9fd5fee8
   2. Locate the journal entry.
   3. Modify the record and update or delete the record.
      
      
4. Update the Audit Entry:
   
   1. Enter the audit entry URL + the sys_id. For example: https://<instance name>.service-now.com/sys_audit_list.do?sysparm_query=documentkey=85befb1c4a34bb12013b216a9fd5fee8
   2. Locate the audit entry.
   3. Modify the record and update or delete the record.
      
      
5. Rebuild the History Set. This is only required when you do not use direct auditing and the System Property [glide.sys.activity_using_audit_direct] is set to false (= default value (this is the value used if the System Property does not exist on the instance).
   
   1. Locate all History Set records for the item whose history needs to be rebuilt by entering the history set URL + the sys_id. For example: https://<instance name>.service-now.com/sys_history_set_list.do?sysparm_query=id=85befb1c4a34bb12013b216a9fd5fee8
   2. Click the Delete button for each History Set. This will delete the History Set, not the audit data. The History Set will be rebuilt with the corrected audit and journal information as soon as a user views the item.
      
      
6. Update the Email Entry:
   
   1. Enter the email entry URL + the sys_id. For example: https://<instance name>.service-now.com/sys_email_list.do?sysparm_query=instance=85befb1c4a34bb12013b216a9fd5fee8
   2. Locate the email entry.
   3. Modify the record and update or delete the record.
      How to delete a Comment or a Work Note from a record