Auto-Flag work notes that are added by the user

[lvenna]

Hello All,

I have a requirement to automatically flag the work notes that are added by end users on Incidents. This capability would help us easily distinguish comments added directly by users from those generated by system processes or third-party integrations.

I have analyzed possible solutions internally; however, I was unable to identify an approach that meets this requirement without customization. Since customization is not an option in our environment, I would like to request your guidance on how this can be achieved using the platform’s standard capabilities.

Could you please advise if there is a supported way to fulfill this requirement, or recommend any best practices/workarounds?

Thank you,

Laxma.

[Bhuvan]

@lvenna 

Instead of adding a flag, look at the option of creating a dashboard or report on sys_journal_field and filter out system and integration users. You can add filter conditions and grouping based on your requirements and this should help you with statistics and more information.

Since this is a critical related table, any customization could have a potential performance impact and would recommend not to introduce any additional logic.

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan

[lvenna]

@Bhuvan  

Thank you for your response,

To clarify our use case — when a manager or lead opens an incident to review progress, they need have an option to see only the work notes added by engineers (they are sys_ user table), that's why are asking to auto flag the comments that are added by engineers, so that they can click on flagged option to see the work notes added by engineer.

Could you please advise if there is any out-of-the-box capability or configuration available to achieve this?

Thank you,

Laxma.

[Bhuvan]

@lvenna 

I have thought about this but do not see an option to introduce this feature without customization in Journal Entry and Incident table.

Considering sys_journal_field is a core table used by multiple modules, it would not be best practice to introduce customization. I would recommend not to change out of box behavior and if this is mandatory, create a dashboard or report to achieve this rather than customization.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Ankur Bawiskar]

@lvenna 

you can directly check this in activity log.

if comments/work notes are added by system or integration then it will show system or some API user

if not then i will show the actual name of user who added that.

you can also check this via sys_journal_field where the journal entries are stored

If my response helped please mark it correct and close the thread so that it benefits future readers.