Is there a way to add "Additional Comments" on the report conditions for incident cases?

[Nico13]

Is anyone aware or know how to add Additional Comments in the report conditions for incident cases?

We have some agents that are adding knowledge articles in their cases by simply providing the link to the article or typing the article number only in the Additional Comments field, instead of using the Attach function. We'd like to include these cases on our report without doing much manual work on the Excel when exported.

We're aware of adding the "Attached Knowledge" under the Related List Conditions and this really helped us but we'd like to explore as well on this part to avoid manual filtering in Excel.

[Community Alums]

Hi Nico,

OOB it is not possible to setup a report on the worknotes or additional comment fields.These are journal fields. But you can setup a report in two ways.

1. Create a table and it should have a reference field , referencing to requested item table or any other required table. And anther string fields for work notes and additional comments. Write a after insert/update business rule on request item table or any required table . This script will add/update a record on the new table whenever a work-notes/additional comment is added on required table. NOw you can report on the new table to get the desired report.

2. Setup a database view between request item table and journal table(sys_journal_field). Then you can report on this database view. The drawback for this is you will see multiple records for a single request item record.(Number of records based on the number of comment and additional work notes). I have attached the screenshot of the database view . you can try that.

OR, 

You have to create a new Database View for that and you have to join sys_journal_field and incident table. sys_journal_field is the table where all the journal entries are kept. You can query that table using the field name (for you it is Commnets) and the sys_id of that incident. you will get all the comments added in the incident using that query (or report) of the sys_journal_field table.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Community Alums]

Glad to see my answer helped you, Kindly mark the answer as Correct & Helpful both.

Thanks,
Sandeep