Database views

antonio30 · ‎01-12-2017

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?

drjohnchun · ‎01-13-2017

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:

View solution in original post

drjohnchun · ‎01-13-2017

I'm glad be of help and good to know it's working now.

antonio30 · ‎01-16-2017

John,

Good morning, I have to continue with the same thread, but I've noticed that my DB View from last week will work or not work pending the variable order assignment. If I change the variable order of tasksla and inc it will not work. Do you think this could be the root of the issue as to why I'm still unable to see some of the additional items?

drjohnchun · ‎01-16-2017

What do you mean by "additional items"? Are you still not seeing some Additional comments and/or Work notes? If so, can you try what I suggested 4 replies above using a List View (not a Database View) for Incident? Or are you not seeing some rows (records)?

What you're doing is the same as what's in the screenshot from Database Views - ServiceNow Wiki: 2.2 Task 2: Add Tables to the Database View Step 6. Can you make sure what you have is exactly how it's in the screenshot below and retry?

antonio30 · ‎01-16-2017

Thanks for replying, I meant "additional comments", and yes I've tried exactly what you have listed above. If I run a report using the "incident tables", then the data stored in "additional comments" and the other fields are displayed when I add them to the list view. But if I used the database view that was created I can only see partial "comments and work notes" not the "additional comments". The only reason I need both tables is b/c I need to come the SLA definition information as part of the same report.

drjohnchun · ‎01-16-2017

Can you try 2 things:

Make your Database View settings exactly same as the screenshot from Database Views - ServiceNow Wiki: 2.2 Task 2: Add Tables to the Database View Step 6 I provided 2 replies above.
In your Database View settings, set Left join to false for both tables.

Please let me know if these make any difference. If you're still having your issues, can you provide screenshots showing Comments and Work notes but missing Additional comments?