Filter Work Notes in Case Activity Based on Category (Internal vs External)

[mania]

Hi,

We have configured the logic for a field called Category with the choices “A,” “B,” and “C.” If “A” or “B” is selected, the notifications are sent internally, and if “C” is selected, the notifications go to external users.

Now, we have a requirement to create a filter called Work Notes Type with the choices “A,” “B,” and “C.”

• If “C” is selected, the customer email–related data should be displayed in the Activity section.

• If “A” or “B” is selected, only the internal email / internal notes should be displayed in the Activity section.

Could someone please advise on how we can achieve this on the Case form?

They do not want to use the “Filter Activity” option. Instead, they require a customization using a separate field to control and display the relevant data in the Activity section.

[Ankur Bawiskar]

@mania 

you can't achieve this on activity section as you can't write direct script on that

You can try to use DOM manipulation but that's not recommended and it will hide unwanted part from activity section

see this link where I shared solution for this, check that and enhance

Hide Image Activities from RITM 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@mania 

Hope you are doing good.

Did my reply answer your question?

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[Ankur Bawiskar]

@mania 

Thank you for marking my response as helpful.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Dr Atul G- LNG]

Hi @mania 

It is not possible to put any direct code here, as the platform has been designed that way. We need to use the tags provided by the platform, as it has been intended.