Worknotes and additional comments are hidden on incident form

[Poorva Bhawsar]

Hi Community,

I have few acls using those i am making incidents read only when its assigned to xyz group. Only xyz group should be able to edit those incident records.

I only want users to edit worknotes and additional comments but these 2 fields are hidden on the incident form. I checked for acls also but didnt found any acl which is creating issue.

Thanks

[Community Alums]

Hi @Poorva Bhawsar ,

To resolve the issue, you have to remove the "Comments and Worknotes" field from the corresponding view and add "Comments" and "Worknotes" separately along with the activity filtered.

"Comments and Work Notes" is a separate field and the users will need to have a separate ACL to hide this from users without any roles.

They need to have ACLs defined limit read/write access to the users with different roles. Please find the sys_dictionary definition of the fields below. 

Comments and Work notes:
https://<your-instance>.service-now.com/nav_to.do?uri=sys_dictionary.do?sys_id=82d2bcd26f321100a0619e4eae3ee4a1

Additional Comments:
https://<your-instance>.service-now.com/nav_to.do?uri=sys_dictionary.do?sys_id=9d4034526f321100a0619e4eae3ee4f8 

Work Notes:
https://<your-instance>.service-now.com/nav_to.do?uri=sys_dictionary.do?sys_id=194074526f321100a0619...

[Poorva Bhawsar]

Those are already added separately only.

[Poorva Bhawsar]

@Community Alums  any other suggestions or solutions?