Customer Visible not appearing on Additional Comments in Helsinki ?

[Gaurav Kumar15]

Hi All,

Recently we upgraded our instance from Eureka to Helsinki, and we noticed that the Additional Comments field behavior got changed. Now the label "Customer Visible" is not appearing sometimes and sometimes it starts to appear. So could someone please let us know how can we make it visible in all conditions in Helsinki.

In the above snapshot "Customer Visible" is not appearing. Ideally it should appear, then only users will come to know that comments entered in this field will be visible to end user. Could someone please guide me on this.

TIA,

Gaurav Kumar

[Chuck Tomasi]

The label is modified by the client script

https://YOURINSTANCE.service-now.com/nav_to.do?uri=sys_script_client.do?sys_id=8e3c775a0a0a3c74010be...

Change YOURINSTANCE to your instance name and ensure the client script is active, has the Task table, etc.

[Gaurav Kumar15]

Hi Chuck,

Thanks for your reply. But with Helsinki i checked it is not showing (Customer Visible) after submission. But during submission it shows.

Not sure how it is meant to be work in Helsinki.

Thanks,

Gaurav

[Gaurav Kumar15]

Also, when i tried to right click on "Additional Comments" or "Work Notes" it is not showing the menu for editing label. Please help

[Chuck Tomasi]

It sounds like something got modified. The label should be consistent on form load as well as after submission. It should not be appearing and disappearing.

If nobody else has any ideas, please reach out to customer support. I'll be curious to hear what they have to say.

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