Issue while retrieving records from sys_history_line using Rest API

Prakash10 · ‎07-30-2018

Hi All,

Problem here is, am unable to see records for the sys_history_line table while using in REST API. For some incidents it shows records and for some it is not showing any records.

Request URL: https://<instance>.service-now.com/sys_history_line.do?JSONv2&sysparm_query=set.id=<sys_id>

Method: GET & Status code: 200 Ok

Response:

{
"records": [

]
}

Any help for the above problem is much appreciated. Thank you.

Prakash10 · ‎02-04-2019

Hi Sanjiv,

Thank you so much for your help. Got a fix for the issue to access the historical ticket data especially to get Work Notes updated time, Ticket assigned time, Ticket On-hold time, Ticket Resume time.

Service-Now Table: sys_audit_list

sysparm query: documentkey (value is the sys id of the INC ticket)

SAMPLE API:

https://<INSTANCE>.service-now.com/sys_audit_list.do?JSONv2&sysparm_query=documentkey=<SYS ID OF THE TICKET>";

NOTE:

ADMIN ACCESS ALONG WITH THE UI ACCESS IS MANDATORY TO ACCESS THE ABOVE TABLE.

View solution in original post

SanjivMeher · ‎08-01-2018

Ok...Only admin and report_admin have access to this table. Can you provide report_admin access to that user and try for testing

Please mark this response as correct or helpful if it assisted you with your question.

Prakash10 · ‎08-06-2018

Hi Sanjiv,

Have got the report_admin access to the users, however still having the same problem while accessing sys_audit table.

Am observing one weird activity while using sys_history_line, please do let me know why this is happening.

When I load sys_history_line Api in browser, it returns empty. Even after multiple retry attempts its still empty. (tried even cache cleared and so on)

{
"records": [

]
}

However, when I open the INC Ticket (INC ID for the respective SYS ID used in sys_history_line) in ServiceNow UI and retry the sys_history_line API. It loads data as expected. Not sure how, it happens for all empty records cases.

Attached is the screenshot.

SanjivMeher · ‎08-06-2018

Are those records pretty old? Because sys_history_line keeps rotating.

Check the table rotation table and you will see multiple tables for sys_history_line. Because it keeps archiving data every 7 days.

You may have to run the api on those tables as well

Please mark this response as correct or helpful if it assisted you with your question.

SanjivMeher · ‎08-07-2018

Please mark this thread closed my marking an answer correct if it resolved your issue

Please mark this response as correct or helpful if it assisted you with your question.

Prakash10 · ‎08-08-2018

I have requested the admin team to provide me the table details to explore more on this. I didnt get your last point, will you be able to explain in detail please.

What exactly I need to do to fix this issue?