sys_popup view not displaying all the fields

[Pavan Kumar BV]

Hi,

I have "sys_popup" view enabled on my incident table. However, I'm not able to see all the fields(in popupview) when i try to view the incident data from a custom field that i created on one of my application.

Below is my business scenario:

I have to perform ticket quality audit on my incidents, so i have designed a custom form and added a incident number reference field to it along with some other fields from incident table using dot-walking. So as soon as i select the INC number other fields of that INC gets auto populated. 

Now how can i include the Additional Comments and Worknotes here on my custom form?

Below are some steps i tried:

1. Added the additional comments and worknotes fields with the help of dot-walking. But once i submit my Audit record an empty additional comment and work notes are getting added to the actual incident.The more times you perform audit on the same incident the more number of comments and work notes are getting added( this is happening even if the INC state is closed). 
2. Tried to display the comments and worknotes in the the popup view instead of in the actual form. So i have moved the additional comments, worknotes section after the Description field. But, that is actually changing the view on incident form as well(Default view is also getting changed). I want this to happen only on my popup view not on the default view.

As you can see from my attachments, the popup view on my INC table has worknotes and additional comments(Notes section). But when i try to see the data from my custom form, it shows only till description field. Not the notes section.

Can anyone please help here. Thank you very much in advance. 

[Pavan Kumar BV]

Hi Ankur,

I have checked in system logs to see of the BR is triggered. Unfortunately, i couldnt find any trace of it. I think the BR is not triggering.

Also, the current additional comments and work notes on an Incident form will always be empty. Once you provide any data into it and save the IN, they will move to journal entry table. So do you think we should be querying the Journal entry table instead of IN table?

Thanks.

[Ankur Bawiskar]

Hi Pavan,

if your BR on incident table has condition as comments changes or work notes changes then it should triggerd

Regards
Ankur

[Swapnil Soni1]

Hello Pavan,

check the link below might this helps you

https://hi.service-now.com/kb_view.do?sysparm_article=KB0686928

And /mark correct and helpful if this works.

Thanks

[Pavan Kumar BV]

Hi Soni,

I have referred that and i have sys_popup view enabled on my incident table. However i am not able to popup additional comments and worknotes on my Audit form.  I tried displaying them in my popup view as well but my default form view is getting altered if i modify the form view.

[Swapnil Soni1]

Hi Pavan,

I found this link its similar your requirement please check

https://community.servicenow.com/community?id=community_question&sys_id=82257f76db5ce748feb1a851ca96...

Thanks