Additional comments and work notes not showing for ITIL Users.

[kondagadapavino]

Hi All,

To ITIL users in instance Additional comments and work notes are not showing for few incidents only.See the message below what's exactly its showing.

Please someone help to sort this issue

Regards,

Vinod K

[Chuck Tomasi]

So the fields are actually in the form layout and this works for other users (like admin)?

Do the ITIL users have read access to the fields? Check the ACLs.

Using Access Control Rules - ServiceNow Wiki

Debugging Tools Best Practices - ServiceNow Wiki

[Pradeep Sharma · Accepted solution]

Hi Konda,

This issue might be related to

PRB666131: If Additional Comments and Work Notes are on a separate form section from Activities (filtered), their fields do not display for ITIL users.

ServiceNow KB: PRB666131: If Additional Comments and Work Notes are on a separate form section from ...

[Chuck Tomasi]

Good catch Pradeep. That's an obscure one. Surprised it's not fixed yet.

Short answer: Place Additional Comments, Work Notes, and Activities (filtered) fields in the main form section.

[kondagadapavino]

Thank you Pradeep that is really working.