Issue Accessing "Additional Comments" Field in ServiceNow Incident Table via Copilot Studio

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Posted on by NY-13120900-0

Hi everyone,

I'm encountering an issue while trying to access the "Additional Comments" field from the ServiceNow Incident table. This field is a Journal Input type in ServiceNow.

Here's the setup:

I created an agent in Copilot Studio.
I'm using the "ServiceNow Tickets" Connector to fetch data from the Incident Table.
I can fetch all the columns' data except for the "Additional Comments" field.

I've attached an image of the "ServiceNow Tickets" Connector in Copilot Studio for reference.

Has anyone faced a similar issue or can provide guidance on how to fetch the "Additional Comments" field using the "ServiceNow Tickets" Connector in Copilot Studio?

Thanks in advance for your help!

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Artur Stepniak 1,526 Super User 2025 Season 1 on at

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Issue Accessing "Additional Comments" Field in ServiceNow Incident Table via Copilot Studio

Hello,

have you tried to fetch it via Postman, for example? To see the structure of the field? It could be the case that it's not added in the connector itself or the field type is somehow not consumed by the API - I'd try to go this way.

In the meantime - I've just opened a group related to Copilot stuff. Maybe you'd like to join? I plan for it to be the place, where we can help each other. Here's the link: https://community.powerplatform.com/usergroups/details/?groupid=dbc367c2-b7b7-ef11-b8e8-7c1e5259f813.

In case of any other questions, let me know. If the answer helped you, mark it, so that others can benefit from it.

Best regards,

Artur Stepniak