Non-admin users are not able to see journal fields in the template getting created from incident.

sameekshasa
Tera Contributor

4 hours ago

Non-admin users are not able to see journal fields in the template getting created from incident.

Kindly assist.

Thanks in advance!!

0 Helpfuls
  • 117 Views
3 REPLIES 3

Dr Atul G- LNG
Tera Patron
Tera Patron

4 hours ago

Hi @sameekshasa 

 

https://www.servicenow.com/community/developer-forum/journal-input-field-not-visible-to-non-admin/m-...

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0610409

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

Ankur Bawiskar
Tera Patron
Tera Patron

4 hours ago

@sameekshasa 

please share screenshots.

are they able to see when INC is saved?

any field level READ ACL is blocking?

what debugging did you do?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
0 Helpfuls

M Iftikhar
Kilo Sage

3 hours ago

Hi @sameekshasa,

 

By default, journal fields (like Work Notes and Additional Comments) are treated differently than normal fields when used in templates:

  • Templates only show journal fields to users who have the proper role/permissions.

  • Non-admin users often cannot see or apply values from these fields in a template because of field-level ACLs and journal field behavior.

  • This is expected, since journal fields append entries rather than overwrite values.

How to fix / enable visibility for non-admins:

  1. Check ACLs

    • Go to System Security > Access Control (ACL).

    • Look for ACLs on the journal fields (e.g., incident.work_notes, incident.comments).

    • Ensure the appropriate roles are granted read and write access.

  2. Update Template Configuration

    • Journal fields in templates are hidden unless you explicitly check “Allow journal fields” in the Template form.

    • Make sure this option is enabled for your template.

  3. Understand journal behavior

    • Even when allowed, applying a template doesn’t overwrite journal fields. It will only pre-fill the journal entry box for the user, which is why only certain roles can see this by default.

 

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

0 Helpfuls