How to hide Work notes checkbox in Service Portal Activity Stream but still keep Work notes on form

[Nishkarshs]

Hi Community,

I have a requirement to hide the Work notes checkbox that appears in the Activity Stream widget on a Service Portal page.
• When I go to the platform UI, the activity journal looks fine.
• On the Service Portal page, however, the activity journal shows a checkbox for Work notes.

I tried one approach:
• I removed work_notes from the activity fields on the form.
• This does remove the checkbox from the portal, but the side effect is that Work notes are no longer visible on the backend form either, which is not acceptable.

What I need:
• Keep Work notes available in the backend (for ITIL/internal users).
• Hide the Work notes checkbox only in the Service Portal activity stream.

Has anyone implemented this before? is there a configuration setting I might be missing?

Any guidance would be greatly appreciated.

Thanks in advance!

[Its_Azar]

Hi there @Nishkarshs 

In Service Portal the Activity Stream widget renders checkboxes for any journal fields configured, so just removing work_notes from the form affects both portal and platform.

If you want Work notes on the backend but hidden in the portal, you’ll need to customize the Activity Stream widget. 

Clone the widget.

In the client/controller code, add a condition to filter out work_notes when the widget runs in the portal.

Keep work_notes on the platform form so ITIL users can still use them.

There’s no out-of-the-box setting to do this, so widget customization (or CSS targeting the checkbox) is the best.

Hope this helps;