Work Notes Not Syncing from Consumer to Provider in Service ExchangeIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Work notes created on consumer instances are not being replicated to provider instances through Service Exchange, resulting in loss of communication and record continuity between the two systems. Symptoms<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } - Work notes added on the consumer task/incident record do not appear on the corresponding provider record - Service Exchange shows successful sync for the task, but journal entries (work notes) are missing - The BR for syncing doesn't execute - This occurs intermittently or consistently depending on the user account performing the journal entry Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } ServiceNow versions using Service Exchange 2.3.18 and earlier (issue is resolved in 2.3.18+) Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } 1. MISSING EXPLICIT MAPPING Work notes are not being synced because no explicit mapping exists in the Service Exchange configuration to handle sys_journal_field entries for task records. Service Exchange requires specific field mappings to be defined for journal entries to be replicated. 2. CANREAD() ACCESS VALIDATION (Service Exchange versions < 2.3.18) In versions prior to 2.3.18, the Business Rule that handles BR Sync Journal entries for tasks contains a condition that validates canread() access to the user who added the entry to the work note (sys_journal_field table). When the calling user does not have read access to the specific record who created the journal entry, the sync fails silently without replicating the work note to the provider. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } STEP 1: UPGRADE TO SERVICE EXCHANGE 2.3.18 OR ABOVEThis is the primary solution for versions below 2.3.18. The canread() validation in earlier versions prevents work notes from syncing due to overly restrictive access checks. Navigate to System Definition > Installed Plugins and check the Service Exchange versionIf below 2.3.18: Go to System Updates > Update Sets and install the latest version (test in dev first)This removes the problematic access validation and allows work notes to sync normallyIf already 2.3.18 or higher, proceed to Step 2 STEP 2: IF MAPPING EXISTS BUT WORK NOTES STILL DO NOT SYNCEven with the correct version, the sys_journal_field mapping must exist and be properly configured. A disabled mapping will silently block all work note replication STEP 3: IF VERSION IS 2.3.18+ — ENSURE MAPPING EXISTSOnce you confirm the version is patched, the next common cause is a missing or unconfigured mapping. STEP 4: VERIFY BR SYNC JOURNAL ENTRIES FOR TASK IS ACTIVE AND UNMODIFIEDThe Business Rule that triggers work note replication must be active and in its default state. Any deactivation or modification breaks the sync. Navigate to System Definition > Business Rules and search for "BR Sync Journal Entries for Task"Verify the Active checkbox is checked (enabled)Check the rule's modification history to ensure no custom changes have been madeIf the rule is inactive, activate it; if modified, restore it to default STEP 5: CHECK TRANSPORT QUEUE FOR WORK NOTE ENTRIES — THE ENTRY POINTThe transport queue is where work notes enter the replication pipeline. If entries don't appear here, the BR isn't triggering; if they appear with errors, replication is failing downstream. Navigate to Service Exchange > Administration > Transport QueueFilter by the affected record ID and recent timestampsCreate a test work note on the consumer and check the queue immediatelyIf no entries appear: The BR is not triggering → escalate (likely a rule or trigger issue)If entries appear with success status but work notes don't reach the provider: Proceed to Step 6If entries show error status: Check error messages for permission denied, user not found, or payload issues STEP 6: ENABLE DEBUG LOGGING FOR DEEPER INVESTIGATIONIf Steps 1–5 all pass but work notes still don't sync, enable debug logging to trace the exact failure point in the replication pipeline. Navigate to System Properties > System and search for property: sn_sb.loggingSet the value to: trueCreate a test work note on the consumer and immediately check System Logs > AllFilter logs by module "Service Exchange" or "Service Bridge"Look for ERROR or WARN level messages related to journal sync, the record ID, or payload transformationExport relevant log entries and escalate to ServiceNow support with: Service Exchange version, sync set name, field mappings, log output, and the exact time of work note creation