Change form work notes and additinal comments is not showing

[Vamsi_Y]

Hi Team,

I need some help.

In our instance, the Change form is not showing the additional comments, and work notes are not showing.

Can you please help me?

Please find the attached screenshot.

Thanks,

Vamsikrishna. 

[Jaspal Singh]

Hi Vamsi,

Are you sure if the fields are added to the form? If so, can you check if there are any UI Policies or Client Scripts that are responsible for hiding/displaying the fields.

[Maddysunil]

@Vamsi_Y 

If additional comments and work notes are not showing up on the Change form in ServiceNow, it's likely due to one of the following reasons:

1. Form Layout Configuration:

   • Check the form layout configuration for the Change table (change_request). Ensure that the additional comments and work notes fields are included in the form layout. You can adjust the form layout by navigating to System Definition > Form Layouts and editing the appropriate form layout.

2. Field Visibility Settings:

   • Verify the visibility settings for the additional comments and work notes fields. Ensure that they are not marked as hidden or read-only in the dictionary entry for the fields. You can check the field visibility settings by navigating to System Definition > Dictionary and searching for the fields.

3. UI Policy or Client Script:

   • Check if there are any UI Policies or Client Scripts applied to the Change form that might be hiding or modifying the behavior of the additional comments and work notes fields. Review any UI Policies or Client Scripts associated with the Change table to see if they are affecting the visibility of these fields.

4. Form Sections Configuration:

   • Ensure that the form sections containing the additional comments and work notes fields are not collapsed or hidden by default. You can adjust the form sections configuration by editing the form layout or using UI Policy.

5. Record ACLs (Access Control Lists):

   • Verify the Record ACLs for the Change table. Ensure that there are no restrictions preventing users from viewing additional comments and work notes. Check the security rules to ensure they are not restricting access to these fields.

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks

[Sohail Khilji]

Hi @Vamsi_Y,

There can be many reason...

a. Try to do cache.do

c. try diffrent browser

d. See if there is any UI policy or client script applied to it.

e. see your profile preference if anything gets set for your profile.

Based on your situation there can be more reasons to it... Let me know more info on your query...

[Dr Atul G- LNG]

Hi @Vamsi_Y 

Is any ACL blocking ?

Go to section and these fields are added or not on form.