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Best Way To Delete Comment or a Work Note In ServiceNow?

Opening the sys_audit table or sys_journal_field can cause major performance issues in your instance because the data in these tables are huge. However, we often need to update the comment or work notes in case of updating or deleting.

In this article, I am providing steps to explain how to locate the journal entry in the [sys_journal_field] table and the audit entry in the [sys_audit] table.

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Update the Journal Entry

  • Get the sys_id of the record where the journal field exists:-
  • E.g. https://<instance_name>.service-now.com/nav_to.do?uri=incident.do?sys_id=47064b68a9fe19810186793eefffc9b7
  • Copy the sys_id i.e. 47064b68a9fe19810186793eefffc9b7
  • Open a new tab and add the URL as follows:-
  • https://<instance_name>.service-now.com/sys_journal_field_list.do?sysparm_query=element_id=47064b68a9fe19810186793eefffc9b7
  • Locate the journal entry.
  • Modify the record and update or delete the record.

Update the Audit Entry:

  • Get the sys_id of the record where the journal field exists:-
  • E.g. https://<instance_name>.service-now.com/nav_to.do?uri=incident.do?sys_id=47064b68a9fe19810186793eefffc9b7
  • Copy the sys_id i.e. 47064b68a9fe19810186793eefffc9b7
  • https://<instance_name>.service-now.com/sys_audit_list.do?sysparm_query=documentkey=47064b68a9fe19810186793eefffc9b7
  • Locate the journal entry.
  • Modify the record and update or delete the record.

Rebuild the History Set:

This is only required when you do not use direct auditing and the System Property [glide.sys.activity_using_audit_direct] is set to false (= default value (this is the value used if the System Property does not exist on the instance).

  1. Locate all History Set records for the item whose history needs to be rebuilt by entering the history set URL + the sys_id. For example https://<instance name>.service-now.com/sys_history_set_list.do?sysparm_query=id=85befb1c4a34bb12013b216a9fd5fee8
  2. Click the Delete button for each History Set. This will delete the History Set, not the audit data. The History Set will be rebuilt with the corrected audit and journal information once a user views the item.

Video Tutorial

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