Work notes not visible on Incident form.

[Maxwell3]

Hello,

I have a user who is not able to see work notes on the Incident form. I verified that the user is able to see the work notes through the list view but not on the form view. Also the work notes are visible when the Incident is initially submitted, but after the Incident is submitted the work notes are not visible anymore. Other users can see the work notes, I have only impersonated 2 other users, the user having the issue is a supervisor and it just started happening.

[Pradeep Sharma · Accepted solution]

Hello Maxwell,

Are those other 2 users have the exact same role? Also check if the field is getting hidden via UI  policy/Data policy/turn on  ACL debugger to debug if there are any ACL's restricting the access. Also please check suggestions from the below thread.

https://community.servicenow.com/community?id=community_question&sys_id=fa326575db709b00fac7f4621f96...

- Pradeep Sharma

[Maxwell3]

Hello Pradeep,

I checked for UI Policies, Client Scripts and ACL's. The user is part of a number of groups. I have tried the solution in the link you have supplied but that did not work. I removed the ITIL role and re-assigned it but that did not work as well. I impersonated other users with more basic roles and they were able to see the work notes. Maybe the user has too many roles?

[Pradeep Sharma]

Thanks for the  update Max. Can you create a test account and assign the same roles and check if  you are able to reproduce the same behavior?

- Pradeep Sharma

[Maxwell3]

The issue came from a recently created Client Script.

Thank you,