Work Notes Visible in Employee Center

[vidhya_mouli]

I am not sure why, but work notes is now visible to users in the Employee Center Portal. How to I remove its visibility?

[JaeggerLegane · Accepted solution]

Hello Vidhya,

This is because the user is a itil user.
When an itil user logs request, that person will be able to also see the work notes in the portal due to his back-end access.

[udaysingh16]

You can check ACL on your instance , you can prevent it by using ACL here. 

create READ acl on work notes field on your table and set role ITIL if you want it to visible for ITIL role people. 

Please mark it helpful if it helps.

[Utpal Dutta]

Hi Vidhya,

From my experience, only users who have appropriate access to see work notes, would see them on the portal. Try impersonating to a end user & check. 

Also, If you've recently patched/upgraded there is a bug where an ACL sc_req_item.work_notes that does not have a role meaning it applies to everyone. This is due to the ITSM roles plugin not being installed, and the upgrade not checking before adding the new ACL.

If my answer helps then please mark it correct.

Thanks,

Utpal

[vidhya_mouli]

I am working on Incident so not sure if this ACL sc_req_item.work_notes will help. Also yes I need check by impersonating another user and have the same issue.