Work Notes field not visible

frivera · ‎01-11-2017

Hello,

This is my first time posting a question and I was wondering if there is someone out there that has encountered my issue.

-I am creating a New Case in HR Case Management and for some reason I can't see the work notes field. The field is there because I can see in the Form Layout and in Form Designer. There are no UI Policies hiding it or anything manipulating that field. Has anyone seen this? I am on the Helsinki version. Thanks in advance.

Chuck Tomasi · ‎01-11-2017

Understood, but HR doesn't respect itil/itil_admin roles. The tables and fields have different security. Since work_notes is inherited from task, you'll need to make sure you have the right roles to use it (likely one of the HR roles) to read/write to that field.

View solution in original post

Chuck Tomasi · ‎01-11-2017

Hi Felix,

Thanks for reaching out to the community! Welcome aboard!

Is it possibly security related? Can you include a screenshot of what you are seeing (or not seeing in this case)?

frivera · ‎01-11-2017

If you see in the screenshots above I have work notes on the form layout but if you see the form it is not there. I don't know why.

Chuck Tomasi · ‎01-11-2017

The work notes field requires itil access for read/write by default. If you cannot read the field, it is not presented on the form.

Docs: Access control rules

Docs: Contextual security

Security Best Practices - ServiceNow Wiki

SaschaWildgrube · ‎06-07-2023

I just ran into the same problem:

A specific user role should should have read/write access to a table that is derived from task. This derived table also supports the worknotes and these users must be able to add work notes.

However these users MUST NOT have the itil role - as they would then have access to incident/problem/change etc. (which is neither intended nor acceptable in the case)

So, the question is: how to enable work notes WITHOUT granting these users the itil role?