How to get individual values of data from most recent comment on an incident ticket

[JC S_]

We are trying to create a widget for Service Portal in which we need to evaluate the sys_created_on, created_by and value of the most recent comment on an incident. So far we've only come up with the following:

data.recentcomment = gr.comments.getJournalEntry(1);

But this outputs a single line containing all the values as a string.

We are looking into a way to use glide record on the journal entry and get the individual values for the sys_created_on, created_by and comment value itself on the Server Side Script and pass it on a variable.

[antin_s]

HI Jimboy,

You may use 'sys_journal_field' table which stores all the comments/journal entries.

Hope this helps. Mark the answer as correct/helpful based on impact.

Thanks

Antin

[Sujata Vishwak1]

HI Jimboy,

You can check with the below script.

var comment = new GlideRecord("sys_journal_field");

      comment.orderBy('sys_created_on');

      comment.query();

      if(comment.next()) {

              return comment.sys_created_on;   //First comment added Timestamp

      }//end of journal Query

Instead of OrderBy you can use 'OrderByDesc" to get the latest comment

Regards,

Sujata

Mark the answer as correct/helpful based on impact.

[JC S_]

This returned no value. We are adding this on a widget that is to be placed on the ticket page on Service Portal for reference.

[JC S_ · Accepted solution]

Thanks everyone, upon further research I was able to extract the individual comment data values using the following code:

// Check Latest Comment
var cm = new GlideRecord('sys_journal_field');
   cm.addQuery('element_id', data.sys_id);
   cm.addQuery('name', 'task');
   cm.addQuery('element', 'comments');
   cm.orderByDesc('sys_created_on');
   cm.setLimit(1);
   cm.query();
   while (cm.next()) {
       data.cmvalue = cm.value.toString();
       data.cmdate = cm.sys_created_on.toString();
       data.cmby = cm.sys_created_by.toString();
   }

Now you can just use data.cmvalue, data.cmby and data.cmdate anywhere on your code or output it on HTML.