User can't able to see additional comments/worknotes field

[krishnanara]

I have a case table extends from the Task table. I noticed an issue recently that snc_internal users can't able to see additional comments and worknotes in the form. I checked the acl and it is passing for the user but not sure why these two fields are not visible to them on the form. Is there any system property or plugin update I need to check?

[Tanushree Maiti]

Hi @krishnanara 

As per KBKB0855517 Work notes/Additional comments field is not visible. Check following thing.

1) First, check the ACLs for those fields and make sure there isn't an ACL preventing the view of the field. ACL debugging tools Note: ACLs should have no effect on update count. 

2) A common cause is an invalid entry in the sys_audit_relation table.

Fields that are not modified in a record will show up fine in the activities filtered, such as created on & opened on.

Perform the below steps to validate which entry in the activity log is causing this issue and to fix it:

1. Navigate to - https://<instance>.service-now.com/sys_audit_relation_list.do?sysparm_query=documentkey=SYS_ID_OF_RECORD&sysparm_view=
   2. Take a backup in XML format of the list
   3. Delete all the entries.
   4. Reload the form and now validate if you can see the work notes/additional comments and the activities filter is showing the updates.
   5. Now modify the XML so that it loads one update at a time on the record.
   6. The update which breaks the work notes/additional comments and the activities filter fields need to be removed and verified.

3) Another cause could be the maximum number of entries the system shows in the activity formatter. Note: This should also have no effect on update count, just visibility. In that case, you need to edit the 'glide.history.max_entries' system property, but please review Difference between "glide.stream.max_entries" and "glide.history.max_entries" properties for more information before making any changes.