- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-12-2017 03:30 PM
I am attempting to combine the Incident table and the Task table to create a custom report in ServiceNow. When reporting using the Database view I can pull most of the information except the additional comments and work notes don't come over. The fields display but they are empty. I can use a report from the Incident table and the additional comments and work notes display just fine. Any thoughts or ideas on what I may be doing wrong with my Database view?
Solved! Go to Solution.
- Labels:
-
Performance Analytics
-
Reporting
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-13-2017 07:27 AM
OK, that helps. First, you're creating a view using Incident and Task SLA, not Task - I see that this caused confusion in the replies (Task SLA is NOT extended from Task, so you need a database view to join them). Second, you don't need to use sys_journal_field (unless there are reasons I'm not aware of).
I have recreated the view as follows and it shows values for Additional comments, Work notes, and Comments and Work notes as you can see below:
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-13-2017 07:55 AM
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-13-2017 08:00 AM
Yes, this screenshot shows the Additional comments and Work notes fields. Can you open the forms for INC0022081, INC0048000 and type something in to the Additional comments and/or Work notes fields for those tickets? Then view your Database View again?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-13-2017 08:39 AM
Unfortunately I cannot type anything into those fields b/c that DB view is live, so it would be visible to the customer and trigger a email notification, However I duplicated the scenario on our Test, and the comments and notes were not available in the report. See below.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-13-2017 11:53 AM
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-13-2017 11:59 AM
John
Thank you, I can now view comments and work notes. Ironically I changed NOTHING from this morning, but the view now works. Additionally I still cannot see the additional comments, but I can view closed notes. I feel that I have adequate information to continue with my assignment. Thanks a lot for your help and all others involved.