What's Needed to Export/Import Additional Comments and Worknotes between InstancesSummaryCustomers sometimes see that Worknotes and Additional Comments don't have the correct username or date/times after exporting and importing Task-based records (Incidents, Cases, Change Requests etc) from one instance to another. The reason for this is the way that Worknotes and Additional Comments are stored. There is no out-of-box feature that's designed to export then import between instances while keeping relationships between records, apart from the Clone feature (which is not as suitable for copying specific records or small numbers of records). But this KB article describes which tables need to be exported, and then imported in which order, to preserve username and date/times details on Worknotes and Additional Comments. How Worknotes and Additional Comments are Stored Journal Entries[sys_journal_field] records hold the content of Journal Fields such as Additional Comments and Worknotes. However the corresponding Audit[sys_audit] records are used to determine the date/time that an Additional Comment or Worknote was created, as well as who created it. Without these Audit records the Comments/Worknotes will not show up in the correct order in the UI, or with the correct usernames of the users who wrote them. As well as that, the first time these Journal Field records are viewed in the UI the system creates History Set[sys_history_set]/History Line[sys_history_line] records, which are from then on used by the UI instead of the Audit[sys_audit] records. This means that to export and import Journal Fields such as Additional Comments and Worknotes there's a particular process that needs to be followed.ReleaseAll ServiceNow releasesInstructionsExport Incidents, Change Requests etc. (whichever Task-derived record types you're interested in) from the source instance as XML, import to the target instance. DO NOT open any of the newly imported Incidents/Change Requests etc in the UI on the target instance yetExport the sys_journal_field records (as XML) for the Task-derived records exported in step 1 and import them into the instanceExport Audit[sys_audit] records from the source where sys_audit.documentkey matches the sys_id's of the records exported/imported in step 1If you have viewed any of the records imported in step 1 in the UI of the target instance since the import: Delete the History Set[sys_history_set]/History Line[sys_history_line] records for those records. This can be done through the UI by opening the sys_history_set table NOTE: This step 4 is necessary because what the Activity Formatter (the UI element which shows Additional Comments and Worknotes on the form) uses to display Comments/Worknotes is the data in the History Set/Line tables if it's available. If there's nothing in History Set/Line for a record then the first time you open the record in the UI, the History Set/Line data is generated from what's in Audit[sys_audit]. This is what you want if you've just imported the relevant Audit[sys_audit] records from the source instance - you'd want the History Set/Line data to be generated based on that This process is also often discussed on the Community, example Community Post: How to migrate/import Comments and Work Notes from External Systems