ByDefault show Additional comments journal field on incident form onload.

[shashanksha]

How to make Additional Comments (Customer Visible) field By Default visible Onload incident form, when user open the form. Currently whatever checkbox we check whether it is work notes or additional comments that jornal field is visible but i want to show Additional comments journal field every time user opens the form.

[Brad Bowman]

There are 2 records on the sys_user_preference that affect this.

glide.ui.activity_stream.multiple_inputs - true means both Work Notes and Additional comments will be visible, false means only one

glide.ui.incident.stream_input - a Value = comments will show the Additional comments journal field. work_notes will show the Work notes.

If you delete all of these records for all users, except one record of each with an empty user, that will be the default for all users.

[shashanksha]

Hello @Brad Bowman  

Thanks for you response, but after making the changes mentioned by you, When i post the Worknotes whic the checkbox remain checked and reload the form again it is showing Worknotes again not additional comments as I want to show Additional comments whwnever user opens the form, whether he/she posted worknotes or additional comments latest with checkbox checked also.

If you see the last attahcement as i am posting Worknotes with checkbox checked and reload the form. I want Additional Comments should come not worknotes. 

Thanks,

Shashank

[Brad Bowman]

If making those changes resulted in the Additional comments (only) being displayed for all users, then that's the first step.  To stop the inherent system behavior you are describing, you will need to create a before Insert Business Rule on the sys_user_preference table to prevent new records from being added if the user clicks either area to change the behavior.

Name is glide.ui.activity_stream.multiple_inputs or Name is glide.ui.incident.stream_input

The next problem is that when you check the box or show all journal fields, that setting is cached until logout, so the user_preference table is not read every time an incident is viewed, meaning it will only reset after the next time the user logs out/in. 

If you add an onLoad Client Script on the Incident table, it will force the reset to Additional comments some/most of the time. 

function onLoad() {
    setPreference('glide.ui.incident.stream_input', 'comments');
}

A few times when testing by checking the Work notes box then saving/updating/reloading the form the Work notes were still displayed, then it switch back when trying again.  I don't know of a way to get it to not cache this activity or completely getting around this.

[shashanksha]

Hello @Brad Bowman  ,

Thanks for your help. Things are working on second time as when we checked the work notes checkbox part and then reload the form first time, then worknotes field is coming but again reloading the same form without doing anything Additional Comments field is coming. So any idea regarding the same that if we checked the worknotes and reload again first time Additional comments should comes not work notes.

Thanks,

Shashank Sharma