Agent Workspace - Work Notes and Comments appearing twice

[Dan Brown2]

Hi,

I have Work Notes / comments on the Notes form section, but if I remove from the Form section, the Compose section is removed too.  I only want these fields on the Compose section, but I can't seem to achieve that.

[Community Alums · Accepted solution]

Hi @Dan Brown ,

You can achieve with a UI policy. I think a key call out is that if you only want to hide the duplicate Comments/Worknotes in the Agent Workspace, but keep them in the native UI, that you should uncheck the Global box, and specify the "Workspace" view that it applies for. I also confirmed it works for the OOB form sections, as long as you know the name of it.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Community Alums]

HI @Dan Brown ,

Glad to see my answer helped you, Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep

[Dan Brown2]

Many thanks for the reply.

I understand the theory - annoyingly on my instance - the View field is a String rather than a Reference, so it is not working - I have tried Workspace, workspace and the sysid.

[Community Alums]

How's that possible "view" as string field? That's bad