Work Notes and Comments in Agent Workspace

[Marskh11]

Hi Community -- 

Our agents want us to remove work notes and comments from the left hand pane in the agent workspace view -- however -- the only way I could find to do that without removing them entirely from the form was via an OnLoad Client script OR a UI policy. On load we hide that section IF the view is workspace. However, we don't want to hide when the view is workspace, we were hoping to hide it ONLY when the user is in agent workspace. Some users navigate to the console view of cases which is forced to workspace as well. We are hoping all users go to workspace, but a little hesitant to hide work notes and comments on that view in the event that anyone users that and then cannot send a comment out. 

Has anyone else come up with a better solution by chance? 

[Poorna Kola · Accepted solution]

You should control this with Views. WOrkspace View is for Workspace and Default or Case view for Native UI. Enforce the View rules to load the respective views based on UI.

[Arjun11]

Comments, and work notes need to be in the layout in order to show the middle section of the workspace. If you remove them from the layout, the middle section would disappear