Work notes are lost during case creation

[Blessy2]

Hi,

When creating a HR case in the backend the work notes are lost during the creation, for particular group members only. My requirement is to investigate this issue. 

Below are the steps I'm following to create a case

Create new case - > select user -> select CoE -> add work notes - > select HR Service -> click on create case UI action.

During this process of creating, when I select the ''HR service'' the work notes are lost, after case creation also they are not recorded. I checked the ACLs and haven't found the relevant one so far. Can anybody please help me understand what else can be checked on this issue?

Thanks in Advance.

[Muhammad Khan]

As per my knowledge, it could be one of the following.

1. Before Insert Business Rule
2. onSubmit() Client Script
3. onChange() Client Script (in case if work notes text has been removed when selecting HR Service)

[Musab Rasheed]

Hello,

If you want work notes to be visible in case creation page then follow below

Go to Case creation configuration page 

https://instance/sn_hr_core_config_case_creation.do?sysparm_query=sys_idANYTHING

And under 'Case creation service configuration' create/edit entry for your HR service like I have done and then select your HR service, so next time when you create case for that HR service then work notes will be displayed

Please hit like and mark my response as correct if that helps

Regards

[Wayne Richmond]

Make sure you don't have a script running somewhere that is disabling updating of system fields: gr.autoSysFields(false);

I had a similar issue where I was running a script on the sys_email table which was updating the current record but not the system fields. This meant Work Notes wasn't getting updated because it's on the audit table.