How to retrieve complete ServiceNow Incident details including Comments and Work Notes using Integration Service?

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1

Hi everyone,

I’m using the ServiceNow Integration Service in UiPath and currently using the Get Incident by Incident Number activity.

The activity is returning the basic incident details successfully, but I also need to retrieve the complete incident/ticket information, specifically:

Additional Comments
Work Notes
Other related ticket information/details

Could anyone please advise if there is a way to configure the Get Incident by Incident Number activity to retrieve these fields, or if there is another ServiceNow Integration Service activity that I should use for this purpose?

Any guidance or examples would be greatly appreciated.

Thank you!

2

Hi @Deeksha,

Try using Get Record activity and configure all the paraments and get the output as “recordData”.

Then create,
jsonText (of type String) = Newtonsoft.Json.JsonConvert.SerializeObject(recordData)

out_JObject_Record (of type JObject) = Newtonsoft.Json.Linq.JObject.Parse(jsonText)

Then, you can use JObject to get whatever data you would like to get from an incident.

I hope this helps.

Cheers!

3

Hi @Deeksha

the Get Incident by Incident Number activity mainly returns the standard incident fields. Additional Comments and Work Notes may not be exposed directly as activity outputs.

You can try using the ServiceNow – Get Record activity/API and retrieve the incident using its sys_id, or use a ServiceNow API call to get the required fields.

Also check the activity’s Additional Fields/Properties section, as the available fields can depend on the ServiceNow connector configuration.

4

Hi @Deeksha ,
The Get Incident by Incident Number activity usually returns the standard incident fields only. Fields such as Additional Comments and Work Notes are stored in the incident’s journal entries and are typically not included in the default response.

Try this approach:

  1. Use Get Incident by Incident Number to retrieve the incident Sys ID.
  2. Use a ServiceNow Query Record/Get Record activity (or a direct ServiceNow Table API call) to fetch additional fields from the Incident table.
  3. For Work Notes and Additional Comments, query the sys_journal_field table filtered by the incident’s Sys ID, as these entries are stored separately from the incident record.

Thanks