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!!

[Pranesh072]

This happens when empty worknotes or comments are added to the incident. Check on the sys_journal_field table if your incident containing any empty worknotes or comments.

[Audumbar kamble]

Please find below snapshot for form layout -

[Dr Atul G- LNG]

Hi @Audumbar kamble 

There seems to be an issue in the Community with the name, so could you please attach the image instead of pasting it directly?

[Audumbar kamble]

I have attached the snapshot. Thanks

[Dr Atul G- LNG]

Hi @Audumbar kamble 

The configuration looks correct, and it should work for all incidents.
Can you please check where it’s not working? Are those incidents in a closed or canceled state?
Is there any difference compared to the incidents where it is working?