Work notes updates not captured/showing in custom "Notes" tab of a KB article

[Hiranmayee Moha]

Hi All...

Recently I configured KB form, where I put 'Activities' field & 'Work notes' field under a custom tab called 'Notes'. My issue is when I create a new article, 'Notes' tab capturing & showing all activities of the article (like workflow status, changing category, adding images, changing author etc). But when I open an existing article for a published article, the 'Notes' tab is showing activities only related to image updates.

Kindly provide your feedback/suggestions if u r aware of above issue.

Thanks in advance.

[Kieran Anson · Accepted solution]

The answer will be on the dictionary entry for the kb_knowledge table. See below example

Can you attach a screenshot of the issue you're seeing

[Runjay Patel · Accepted solution]

Hi @Hiranmayee Moha ,

You can control the activities visibility from here.

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[Hiranmayee Moha]

@Kieran Anson ...Hi

It's enabled.

Thanks

[Hiranmayee Moha]

@Runjay Patel ...Hi,

Thanks for ur reply.

Work notes field is already checked. Issue is the existing articles not showing historical data related to work notes, whereas when I am creating a new article, it shows.

Thanks

[Kieran Anson]

Can you attach a screenshot of the issue you're seeing

[Kieran Anson]

Can you attach a screenshot of the issue you're seeing

[Runjay Patel · Accepted solution]

Hi @Hiranmayee Moha ,

If your are checking in lower instance then due to clone work notes data usually do not migrate due to that it wont show for your historical data but if you are checking in prod then and work notes checkbox marked still not showing then something broken. On that case you can raise HI support ticket.

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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[Hiranmayee Moha]

@Kieran Anson 

Notes Tab having: Activities (filtered) formatter & Work notes field. Issue is only with existing articles not new articles.

(Existing article)...Showing only related to images.

Existing article: showing all activities in another environment (same article no)

Thanks