Hide Work Notes in Activity Log only for Non-ITIL users

[swamiinheaven]

Hi

We have a requirement like this,

We want to hide the Work notes field in the activity log only for Non ITIL Users , While the Additional comments will still be visible for them, Is this possible ? What does the Lock icon on the Work notes in Activity Log Signifies? Are there any properties related to this ?

[mdwallick]

Out of the box, there is an ACL on task.work_notes that restricts read access to users with the itil role. The way the activity log works, a user can only see data from fields that they have access to read.

So in your example, non-itil users should not see work notes in the activity log out of the box. Are you seeing different behavior?

[swamiinheaven]

Hi Mike,

Thank you so much for your help. There was some Customization error in the Access Control which you have mentioned. I have corrected it now and it is working as expected. Thank you again

[JimCheffer]

Hello!!
I have rolled out Problem Management this weekend and now have issue with Work Notes on Incidents being seen by Non-ITIL users. I have removed work_notes from the Incident Activity view and of course ITIL users no longer see work_notes. I have see discussion about out of box ACL task.work_notes but can not find it. I assume that this ACL will fix my issue but it is not there. Any thoughts?

Jim

[Chris McDevitt]

I would see if a custom ACL for task.work_notes has been created. Look to see if that ACL has a Condition and or a script.