Database views

antonio30
Giga Contributor

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?

1 ACCEPTED SOLUTION

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:


find_real_file.png


find_real_file.png


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antonio30
Giga Contributor

This is a standard form (wanted to make sure I exclude PHI).  
find_real_file.png


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?


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.



find_real_file.png



find_real_file.png


Can you open a List View for Incident from the Navigator and click on Personalize List (the gear icon) and add "Comments and Work notes" as shown below? Let's verify if the values show up for a List View first.


find_real_file.png


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.