Agent Workspace - Work Notes and Comments appearing twice

Dan Brown2 · ‎03-16-2022

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 · ‎03-16-2022

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

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Dan Brown2 · ‎03-16-2022

yes, I think I will speak to HI on that - thanks for your help.

daniellebell · ‎04-20-2022

Hi Dan, I wondered if you heard back from HI on this? The View field in my instance is also a string field....

OliverDoesereck · ‎09-19-2023

So an update in 2023, Workspaces have Workspace View Rules which can be used to remove the Journal Input Fields

In the Workspace, there are UX Page Properties, in the viewRuleConfigId is the sys_id of the UX View Rule Configuration. Here you find the Workspace View Rules. Just ensure the right View is selected in the View Rule. I had to script it into the field since it wasnt available to select.