Worknotes not showing up for user on incident form.

[Sai vsk]

Hi,

For one of the ITIL user, Worknotes is not showing up on the incident form. When i impersonated his profile, I am able to see the worknotes.

I have checked the ACL's as well, he is having the role. What could be the reason. In the below screenshot, usually worknotes will be under the red highlighted text but it is not showing up for him.

[Mike_R]

Does the user have the ITIL role?

[Sai vsk]

@Mike_R Yes, he is having the role.

[Mike_R]

You said when you impersonate him you see the worknotes. That tells me that ACLs are fine.

Can you have the user log out and log back in? Maybe his session timed out or something.

[shloke04]

Hi @Sai vsk 

Couple of things I would suggest to check in this scenario and see if any one of these resolves your issue:

1. Check if there are any client side script like UI Policy, Client Script etc which might be hiding the field for that particular user.

2. Is this issue happening in lower prod environments as well? Can you try removing the roles for that user in lower prod and trying adding it back and check again.

3. Check if that particular user has removed the Work Notes from Activity Stream if the user is having the permission as per screenshot below for reference:

4. Look at the below HI article and see if this works:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0855517

5. https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0686955