How to make 'Additional comments' and 'Work notes' under 'Note' tab Read-only?

[Subhashree3]

Hi All,

Is it possible to make 'Additional comments' and 'work notes' under 'Note' tab Read-only? As per my findings, if we add any comments, it doesn't get stored in the sc_task table but gets stored in 'sc_req_item' table. Please suggest how it can be achieved.

Thank you!

[Viraj Hudlikar]

Hello Subhashree,

To make 'Additional comments' and 'work notes' under 'Note' tab Read-only you can write a UI Policy on sc_task table.

Also regarding  "it doesn't get stored in the sc_task table but gets stored in 'sc_req_item' table" can you check cleint script on submit or BR on update which will be copying comments to Parent RITM table.

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.



Thanks & Regards,
Viraj Hudlikar.

[Subhashree3]

Hi Vhudlikar,

Regarding setting the UI policy on task table to hide additional comment, is it possible to do that? Because to my knowledge I guess UI policy works on catalog item form fields. Could you please let me know how to do it?

Thank You.

[Ankur Bawiskar]

Hi Subhashree,

Do you want to make it read-only always irrespective of any user?

If yes then override dictionary for those 2 fields and make it readonly

If not and is based on role then have a field level write ACL and give the role the user whom you want to make it editable

Additional comments and work notes are journal type of fields and the data for that gets stored in sys_journal_field table

every time somebody makes an entry in work notes an entry into sys_journal_field is made with details as below

Name - incident

element - work_notes i.e. field name

element ID - record sys_id i.e. incident record sys_id

value - value user entered into that field

Approach 1: Dictionary override; configure dictionary for that field; in related list see Dictionary override tab and create new

override readonly  true;

readonly true

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

[Subhashree3]

Hi Ankur,

I want to set the visibility based on user group. But I observed additional comments are stored in sc_req_item table and not getting updated in sc_task table. Is it possible to copy the comment from request item table to task table? 

Thank You.