Additional Comments Customer Visible Question

[clifforddog]

Hello SNC,

On my incident form we have the below field, with the customer visible part being of importance.

On our task form, we have the following field

My goal is to add the (Customer Visible) to the Task form. My intuition was to check the label and dictionary associated with the Field on the incident form and make those changes to the task form (table). However I am working with the same field, that is when right clicking on the above two "Additional Comments", the incident form and the task form bring up the same Dictionary and Field labels, which can be seen below. My question is how do I add (Customer Visible) to be visible on the task form as it is on the incident form? It does not seem to deal with labels or the dictionary, but I could be wrong.

Thank you in advance

[Chuck Tomasi]

Hi Cliff,

My first note is that you should be creating tasks for tasks sake. It is mean to be a base table for other tables to inherit behaviors and attributes. If you try to create a new task, a list of other task types (called an interceptor) appears. If your other tables do not have a specific label for the comments field, it will inherit the label from task.

To answer your question, you are in the right place "Field Labels" on task with the Label and Plural fields being what will get displayed to the user in their preferred language.

http://wiki.servicenow.com/index.php?title=Field_Label_Help

[clifforddog]

Hi Chuck - thank you for the information. Do you mind expounding upon what is meant by "creating tasks for tasks sake" ? Are you saying that the field for incident should be coming from the incident table instead so that when I right click on Additional Comments on and incident and on a task that the table should correspond to the table that I am on.

I am confused also where the (Customer Visible) is located for the incident form and the ritm form since when I look at the dictionary for the additional comments, it brings up the above .png that I pasted.

Thank you for any additional help

[Chuck Tomasi]

You got me on this one. I went to the sys_documentation table and looked for all records where element=comments. I didn't see "Customer visible" anywhere in any entries, yet the journal field shows it in incident. Something strange going on with the way those journal fields are presented.

Let me do some checking...

[clifforddog]

Thank you Chuck - glad to know I am not alone here. I looked at my personal dev (which is Helsinki, while my corp. and relative to this conversation is in Geneva for now), and saw that Out of the Box the Incident form had Additional Comments (Customer Visible) and it leads to the Task table when looking at its Dictionary, so I am a little stuck here. If I were to add (Customer Visible) to the Field then it ends up having: Additional Comments (Customer Visible)(Customer Visible), repeating itself.

Thank you for looking into it.

Cliff