RITM notes not showing at SCTask NOW

[WanJinT]

I’m trying to show all work notes from a RITM to its related SCTASK when the work notes are post.

In the Classic UI, I can see the RITM work notes in the SCTASK without any problem. However, in Service Operations Workspace (NOW experience), the notes do not appear.

What should I do to let the work notes in RITM appear at the comments and work notes column just like classic view?

Classic view:

NOW view:

[Vishal_Jaiswal]

Hi @WanJinT ,

- This is a known limitation within the ServiceNow platform.
- The specific error message "Field type journal_list is not supported" appears because the Service Operations Workspace (SOW) uses the "Next Experience" (Now Experience) UI framework. This framework does not support the legacy journal_list field type, which is what you are using in the Classic UI to display that history.
- You can create an after-insert update BR to copy the work notes from RITM to SCTASK.

Regards,

Vishal

[WanJinT]

Hi, can I know how to configure the script of BR?

[Laveena-Agarwal]

Hi @WanJinT 

It is mentioned at the bottom - *Field Type journal_list is not supported.

[Me Being Mustaq]

Hi @WanJinT ,

In service operations workspace view the work notes is not added for RITM record and additional comments is not added for Catalog task.
Adding the respective fields in service operations workspace view will resolve the issue.
Please check the attached screenshot.

 

Please refer to the below link:-

• https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2348823
• https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0813351
• https://www.servicenow.com/community/developer-forum/adding-ritm-comments-and-work-notes-to-the-sc-t...

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Mohammed Mustaq Shaik