How to Delete or Update work notes or additional comments ?

[ram_sn2018]

How to  Delete or Update work notes or additional comments ?Please  Provide any examples also

Scenario: we entered wrong  comments in work notes , we want delete  that work notes. 

Note:i tried delete  and update at sys_audit table but not deleted.

Please help me.

Thanks

Ram

[Mark Roethof]

Hi there,

It's not something I would advice, though yes of course possible.

Just have a look at these 3 tables, it's a combination of these. Replace the instance name, and replace the record id:

https://your-instance.service-now.com/sys_journal_field_list.do?sysparm_query=element_idSTARTSWITH09c0744b37f28300a4d212c543990e64&sysparm_first_row=1&sysparm_view=&sysparm_choice_query_raw=&sysparm_list_header_search=true

https://your-instance.service-now.com/sys_audit_list.do?sysparm_query=documentkey%3D09c0744b37f28300a4d212c543990e64&sysparm_first_row=1&sysparm_view=&sysparm_choice_query_raw=&sysparm_list_header_search=true

https://your-instance.service-now.com/sys_history_set_list.do?sysparm_query=id%3D09c0744b37f28300a4d212c543990e64&sysparm_first_row=1&sysparm_view=

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Harsh Vardhan]

1 Obtain the sys_id of the record

1. Open the record containing the insecure SEI.
2. Right-click in the record header, and choose Copy sys_id.

2 Remove from sys_journal_field

1. Use this URI to query the journal entries: https://your-instance.service-now.com/sys_journal_field_list.do?sysparm_query=element_id=sys_id
   • Replace sys_id with the sys_id of the record.
   • Replace your-instance with your instance name.

If there are a lot of records, you may want to refine the query, adding a "Value contains SEI" condition. Replace SEI with the text you seek.

1. Edit the Value field of each record to remove the SEI.

3 Remove from sys_audit

1. Use this URI to query the audit entries: https://your-instance.service-now.com/sys_audit_list.do?sysparm_query=documentkey=sys_id
   • Replace sys_id with the sys_id of the record.
   • Replace your-instance with your instance name.

It may be helpful to add conditions to the query for "Old value contains SEI" OR "New value contains SEI".

1. Edit the text of the Old value and New value fields, removing the SEI.

4 Delete the sys_history_set record

1. Query the sys_history_set table using this URI: https://your-instance.service-now.com/sys_history_set_list.do?sysparm_query=id=sys_id
   • Replace sys_id with the sys_id of the record.
   • Replace your-instance with your instance name.
2. Delete the record that is returned.

Reference: 

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

[Terry Carter Jr]

Thank you Harshvardhan! 

The method that you provided above helped my organization in a urgent situation tonight involving one of our Problem record work notes sections. 

Much appreciated!

Terry Carter - Synovus

[Chimenem]

Thank you Harshvardhan. The resource was very useful to resolve my issue.