Work notes/Additional comments fields and activities are not visible on the incident form

[Audumbar kamble]

Hello Everyone,

Need help on the below issue, Work notes/Additional comments fields and activities are not visible on the incident form for admins as well but Caller can see the mentioned fields and activities.

There is ServiceNow KB for this issue - KB0855517 but as mentioned in second option I was checking audit table but there is no record found in 'sys_audit_relation' table for the affected incident.
Please find attached snapshot for a reference.

Thank you for you response in advance!!

[Dr Atul G- LNG]

Hi @Audumbar kamble 

It looks like the actual work notes and additional comments are not being added here in the correct format.
Try right-clicking in the context menu, go to Layout, and then add Work Notes and Additional Comments from there.
What Tiya is able to see appears to be a different type of Work Notes and Additional Comments.

[Pranesh072]

Can you check if these are available on new incident form.

[Audumbar kamble]

Both fields are already added to form and visible on the other incident records and new record as well but for certain records only it is not viewable.

[Dr Atul G- LNG]

Hi @Audumbar kamble 

It might be a different view, as Work Notes (WN) and Additional Comments (AC) are being added like this.
Could you please share a screenshot of the Form Layout screen for reference?