Default work note

inatherese · ‎06-29-2016

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!

Chuck Tomasi · ‎06-29-2016

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.

View solution in original post

Mike Edmonds1 · ‎01-04-2017

Andreas,

How are you testing this? As you said, I de-activated my BR for the sys_user_preference table, and have removed all but the system preferences for the 3 preferences I am trying to manipulate. Here is my test:

When I enter a record, I see the work_notes field displayed.
I change it to comments and enter a note
Select update on the record

Results

re-enter the record and the comments field is displayed

andreasl · ‎01-04-2017

Hi Mike,

It did not work on my requested development instance on helsinki (patch4) but when I upgraded it to patch 7 it started to work as I explained.

I have implemented this solution to my company instance and it works fine there too.(Helsinki patch 5)

What version and patch are you on?

//Andreas

Mike Edmonds1 · ‎01-04-2017

glide-helsinki-03-16-2016__patch4-08-10-2016

jesusemelendezm · ‎10-20-2016

Chuck

All I want is making the fields both visible and allow control through UI policy. I would like not to use the 'check box' work notes that was introduced there as baseline. How to accomplish this?

Thank you

nayaexam · ‎11-10-2016

Hey is there any script for this default work notes, without doing manual, can I do scripting it self?, if there how can I do that?