Watchlist and work notes list not available on Service Operations workspace

[Kalyani35]

hi all,

We are trying to configure the Service Operations workspace for Incident Management.

In native UI we have watchlist and worknotes list fields available under notes section.

IN SOW we have compose section where we can add work notes and comments, but I cannot find a way to add watchlist users and worknotes  list in this compose section.

How can a agent update watchlist and worknotes list from SOW?

Thanks

[Brian Lancaster]

I don't think you can. It looks like it is on the details tab just below priority.

I tried the following:

1. Updated the form layout specifically for the operational workspace view.
2. Tried opening it in UI Builder but it is protected. However it seems to be related more to the component that makes up the record second of the form.  

[Kalyani35]

@Brian Lancaster Thanks for reply.

Understood. There is one more issue I am facing. Not sure if it is an issue but may be you can answer it.

So, on the Incident whenever the state is changed to onHold and onhold reason is set to Awaiting change, the Notes section becomes visible after saving the form. If the onhold reason is changed to anything else then notes section is not available on the form after saving it. I checked all the Client scripts and UI policies but could not found any responsible for this. DO you have any idea what configuration is driving this?

Thanks.

[Brian Lancaster]

It does not do that for me in my PDI which is currently on Utah. I tried the Next Experience interface and Operational Workspace. The only config that I know of that would do something like that is UI Policies and Client script unless there is something similar in UI Builder.

[Aniket15]

@Kalyani35  This is how it is as of today via form layout as @Brian Lancaster  pointed. In future NOW may enhance this to be present in activity stream section. If you want this feature please log a request in idea portal to bump up this request.

Please mark this answer as helpful/correct if it helped you solve the problem.

Thanks

Aniket