New Additional Comments not visible outside CSM workspace

[Joseph Navarro1]

Hello,

Some weeks ago, we had GlideFast techs create us some new case types before they left. We are having a couple issues with them, the first being that new additional comments are not visible in any view other than in the CSM workspace. You can create additional comments in the default view, Catalog, etc, but you can only see them in the CSM workspace. Where would I start to troubleshoot that issue?

Thanks!

Joseph

[Mohith Devatte]

Hello @Joseph Navarro1 ,

May be its because some view rule might be restricting it.

Navigate to Workspace Experience -->Workspace View Rules and check .

Hope this helps 

Mark the answer correct if this helps you 

Thanks

[Joseph Navarro1]

From what I understand, view rules pertain more to determining what view a form should have depending on the context. In this particular situation, the Additional Comments field is visible in all views, it's just that new comments that are added after the case is opened are only visible in the CSM/FSM workspace, nowhere else.

[Marina1]

Did you find a solution to this?

[MD HOSSIN]

Probable Cause

Auditing is not enabled on the table in question.

Resolution

One prerequisite for Additional Comments and Worknotes to function correctly is to enable auditing on the table you're using them on. Enable auditing within the Dictionary to resolve the issue.

Please follow the steps below to enable auditing for a table:

1. Navigate to System Definition > Dictionary
2. Select the table to audit.
3. Select the dictionary entry for the table. The table name always has an empty column name and the type of collection.
4. Check the "Audit" check box.
5. Click "Update".

Hope this will help you.

Please, mark Correct or hit Helpful if you find my response worthy.