after closing incident work notes is not seen in my custom table

[hatazhix]

Hello,

I would like to be able to see work notes and write on them after closing incident in my custom table. I have tried to enable ACL to itil user to be able to write work notes but the problem is that itil user cannot see the work notes of additional comments after ticket is closed.

My table is extended from task table so it has all basic features.

[The SN Nerd]

You can use the following steps below to debug:

1. Load an Open Incident on your Custom Table
2. Right click on 'work notes' and click 'watch field'
3. Close the Incident
4. The debugger will tell you what is hiding the field (ACL or UI Policy)
5. Modify UI Policy or ACL to make the field visible

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

[hatazhix]

Hello,

You cannot "watch work notes" please try it and post picture to me if you got it working.

thank you

[The SN Nerd]

Another side note:

If you can't see the field, it is because you don't have read access.

• Check your Read ACL on work notes

If you can see the field but can't edit it, you don't have write access.

• Check your Write ACL on work notes

If you can initially see the field then is disappears, it is being hidden by UI Policy or Client Script.

• Check all UI & Data Policy
• Search Client Scripts for setMandatory('work_notes'

Hope this helps

[hatazhix]

Do you know if there is some sort of rule that hides the work notes when state is closed?