Export Incident to xml, import loses order of activity stream

[Cort1]

I want to export some incidents to xml in our test environment, save them and re-import once we clone over from production on a monthly basis. I tried to export and import in our dev instance but noticed that all the comments and notes in the activity stream are no longer in the same order. The timestamp is not the same either, which is fine, but I was hoping the sequence would remain. It did not.

Have you experienced this?

[Chuck Tomasi · Accepted solution]

Hi Cortney,

I recall hearing something about this a few months back. I verified it on my Helsinki (p1) instance a few moments ago.

Source record activities:

Target record activities:

While mine remained in order, the date on today's comment does not correspond. I recall hearing something about an open PRB on this, but don't have the number. If you call support, they can find it for you.

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[tim210]

When I experimented on a test instance I was able to get worknotes/comments to come in with the right timezones by first exporting and importing the sys_journal_field and sys_audit records that hold the worknotes/comments data. And only after that was done importing the actual Incident/Change/whatever record

[Allen Andreas]

Hi Tim,

Do you know where the sys_journal_field and sys_audit records are located?

Like...I can find the table and then the dictionary entry for them, but I don't see any entries (like 10,000 for all the incidents we have).

I'm sure I'm going about this the wrong way, but essentially I'm having the same problem as they had above, where majority of the information comes over pretty clean, but the comments and activity are either missing or out of order.

Your comment seems to be the piece I need to do ...and I've seen this mentioned in a few other posts...but I have no idea where these records are...and I need this for 10,000 incidents...lol...

Any help?

[Allen Andreas]

I was able to find those tables and also learn that you needed to click "show list" or whatever for the records to pop up.

I've exported both the sys_journal_field and the "sys_audit tables and imported them to my new instance, but it didn't add anything to the incident (like update who said the comment - besides every single one pretending to be by the person who submitted it, so it looks like they're crazy and talking to themselves).

However...I did come across something that I think may lead us down a 'write' permission issue...

So I was looking at a UI Action where you can custom make these buttons that will allow you to edit the history of an incident. Upon adding a 'write' ACL permission for admins to edit the history table...some of the fields that were 'empty' before became filled in.

So instead of the username showing, it now shows the users first and last name.

All comments are still portrayed as if they were by the person who opened the incident....and they're still out of order (I've verified that both the Express and Enterprise instances I'm working on are in the same time zone and date and time format - so that's not it)...

Getting warmer...