SAP Service Cloud - Exporting Internal Notes

[BusraKulahci]

Dear All,

Is there a way to export Internal Notes within 'Notes' tab in the Service Ticket?

I am trying to find a way exporting all Internal Notes (with the Ticket IDs) to import into another Service Cloud account.

Thank you in advance!

[Juliuspereira · Accepted solution]

Hello BusraKulahci,

*****See the comments section. You can pass the service ticket id directly to the Service Request Notes object in the DWB tool. So you don't need to perform some of the steps below to fetch the ticket object id.***** 

You can get this done using the DWB tool. To achieve this you will first need to get the tickets object id by exporting the tickets. Once you have the object ID of the ticket, you pass that as the parent object id for the service notes object.

For example, here is a ticket that has 2 notes.

Take the ticket id 1913636 and get its object id from the Service Request object. 

Then take the object id 0AB6C4C4B4871FE096E812F3BEFE95AB and put it in the parent object id field of the Service Request Notes object 

That will fetch you the notes associated with this ticket.

Julius

[borut_glavina · Accepted solution]

Hi Julius, I wanted to suggest the same. I think it's even more simple as the object Service Request Notes already has the field Service request ID and you don't need to go through the object Service Request 🙂

[Juliuspereira · Accepted solution]

Ah! For some reason I overlooked that. I've added a note in the body of the answer to refer to comments 🙂 

[BusraKulahci · Accepted solution]

Hey Julius, thank you a lot for the detailed solution! And thank you Borut!

Following question if you don't mind: When we try to import the Notes to another Service Cloud system, do the data appear in "Interactions" tab within the ticket? Because when I try, it does not appear in the same "Notes" tab again in the service ticket.

Thanks!

[Juliuspereira · Accepted solution]

I would expect it to appear in the same Notes tab as in the previous system from which it is exported. If it isn't I would create a case with C4C support.