Hi,
I want the "work notes" - field to be the default view when viewing a ticket (instead of the "Additional Comments"- field showing), so it will look like this:
I found a record in the dictionary called "Work notes" on the task table, and tried setting this to default value "true". Then I get the desired result when viewing a ticket, but not when creating a new one. It then shows both the "Additional Comments" and the "Work notes"-field, and it says "true" in the "Work Notes"-field. I belive the original behavior is both of the fields showing like this, but of course not showing the "true" statement in the "Work notes"-field.
Anyone got an idea as to how I can default show the "work notes" (work notes = ticked) instead of the additional comments? It would be OK for both fields showing on a new ticket as well, but I would not want to see "true" in the work notes - field.
Thanks in advance!
Hi Ina,
Look what I found... Two user preferences that do what you want... you can make these a single field or expand them to show both. You can default to work notes too!
I just changed mine on incident and noted the changes in sys_user_preferences. If you want make those the default for people, just remove the user name and change the System field to true (checked) and insert&save the new record. It doesn't prevent people from changing it to the way they want (collapsed and comments first), but it gives you a default for noobs.
Let me know if you need more help or if that answers your question.
Hi
Just configure to form layout notes to remove the additional notes.It is also showing the same in the new ticket creation
I understand that nothing can guarantee this, and making both of the fields visible at all times might be an acceptable work around - how do I do this? Both of the fields are added to the view. Is it a UI policy?
