Work Notes field not visible

[frivera]

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.

[TrenaFritsche]

Hi Chuck,

So I'm reading this post and thought the solution would be my answer to a question that I posted in IT Service Management.   Should have posted it in Developer...Anyways, We have upgraded our DEV instance from Fuji to Istanbul, which as you know includes updates from Geneva & Helsinki too.   I'm not sure when the Work Notes and Additional Comments (Journal Fields) changed where you can't right click on the label and configure the dictionary...its almost like it is a different type of field.   In the Istanbul version, on the RITM's we have both Work Notes and Additional Comments on the forms but now there appears to be a toggle icon that refers to Showing Journaled Fields and a checkbox identified as Work Notes if the toggle is only set to show 1 journaled field.   The fields take turns is displaying depending on the value of the checkbox.   I would like to disable this functionality and still display both at all times and not use the icon toggle.   Is there any property that covers this?   I can send a screenshot if this doesn't make sense.)

Thanks,

Trena

[TrenaFritsche]

I did receive a response from my question posed in IT Service Management and it appears that these fields are different between UI15 & UI16.   I just switched to UI15 and it works like it is supposed to. The order of the fields are not wrong and I am able to right click and configure.   I am not sure what the difference is between these UI's for the same fields.   We were hoping to move to the newest UI with our Upgrade, but if this is not able to be fixed, we might not   be able to go to UI 16.

[Chuck Tomasi]

Hi Trena,

The journal fields were changed in UI16 with the introduction of Geneva. This is to coordinate with the "live update" feature that makes everything on the form live. So if someone else changes a value on the same record, you see it instantly (whether it came from mobile, desktop, integration, etc.) You can also update comments and work notes without navigating away from the page or doing a full page refresh. Many people prefer this modern approach as it is used in other apps and sites.

You are correct, the journal fields for comments and work notes are not traditional fields where you can right click on the label, however you can still go to Configure> Table or Configure Dictionary to change the attributes of those fields.

Hope that helps.

[TrenaFritsche]

Hi Chuck,

Thanks for the information/explanation on why these fields are different in UI16.   Since you indicated that these fields can still be configured, I'm wondering if we can set the defaulted value to display both the Additional Comments   and the Work Notes (like it used to be) and hide the icon to toggle this display.   Because these fields seem to be encapsulated in a single object, it is affecting the display on the screen (it is not following the formatting of the form), the Annotation for Additional Comments that tells the tech that information entered here will be shared with the customer no longer displays above this field (It is displaying right under the first annotation-not after work notes as for form format indicates) and when a save is done on the record, the posted information (Activities filtered) is posted below the Annotation.   We also have added some check boxes (Send To Requester & Send To Requested For) to control who the additional comments get sent to and they no longer display below the Additional Comments (They are displaying above the new object created for the journal fields).   Is there a way that I can configure this display to accommodate our needs or do we have to re-design the form to accommodate the grouping of these two journal fields even though they are for different purposes? (One is for the customer and the other is for the internal team)   It would be bad to mistakenly type internal information that was supposed to stay internal but it was typed in the additional comments and gets sent to the end customer.   I can see this happen if we leave this used as a toggle.   I like the UI16, but functionally combining two totally different use type fields seems to make this confusing and difficult to configure to display correct on the form.   Do you have any suggestions to help configure this or thoughts on what we can do differently?   Below are screen shots of our format of these fields on the Requested Item form:

UI16:   (Seems to keep the work notes and additional comments together as one object which doesn't follow form format)

UI15:   (Work Notes and Additional Comments are able to be separate objects and follow the form format)

[TrenaFritsche]

Also, I wanted to add that these same two fields (although additional comments is a separate field on Incident) is able to be configured separately.   I would think these two fields would still work with the "live update" feature?   I guess I'm wondering why these two fields had to be married together to work with the live update in the Requested Item, but didn't have to be in the Incident table.   Really just looking for a way to configure these two different fields independently and display separately on the form.   Is this possible?