Order of work notes is changing after agent is online

[Community Alums]

Hi all,

When agent is in offline mode and updated the worknotes with comment 1 followed by picture and comment 2 followed by picture when agent is in offline it's getting stored in outbox and when agent back to online the comments and pictures in outbox getting uploaded in activity log but not in the order first it upload all comments and then picture it should upload comment 1 followed by picture 1 but it's uploading all comments first(Comment 1 comment 2) and then pictures (pic 1 pic 2)

i need in order 

can anyone help me on this

Thanks

[PaulSylo]

Hello Pavithra -

1.looks like may be an issue with the sequence of uploading comments and pictures in the ServiceNow mobile app when the agent is in offline mode. To address this, you may want to consider reporting the problem to ServiceNow support updating the agent mobile version, or reinstalling once.

2. Is this issue only for you or for all the users?

[Community Alums]

Hi @PaulSylo 

We have raised Hi support and they said there is no solution from there end and this issue is faced by all user.

Thanks

[PaulSylo]

hello Pavithra - I see the reason is work notes are stored as individual records in the outbox table. so, once the user goes online, now mobile app uploads the records from the outbox table in the order that they were created. so comments will always be uploaded before the pictures, regardless of the order they were entered. I don't think you need to do anything or ServiceNow can help with this. as an alternate idea, you can try creating a script to merge the comments and pictures into a single record, so all are updated as per your order.

Mark helpful, if this idea or suggestion helps you,