Hide Worknotes updates in Service Portal

[bishalsharm]

Hi Experts,

On every update of worknotes in native UI, the same update is reflecting in service portal. The ask is to not show the worknotes updates in portal and keep only the additional comments there. I tried modifying existing ACL and able to hide it also but the problem is it is getting hiden in native UI as well which is not the ask.

Also, whatever mails we are sending from servicenow using Email client icon on the top of the incident record, that should remain visible in the portal.

so, if you know or came around this scenario before where you had asked to show worknotes in native UI but not in service portal, could you please share any information or solution here.

consider Table : Incident

Thank you

Bishal Sharma

[Ankur Bawiskar]

@bishalsharm 

I don't think you can hide it only in portal and show in native.

Also, whatever mails we are sending from servicenow using Email client icon on the top of the incident record, that should remain visible in the portal. -> check this

Emails sent to ticket visible for end user in the customer service portal 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[bishalsharm]

Hi @Ankur Bawiskar 

Thanks for your response.

I was thinking what if we remove the worknote element from widget ?. Can u see below discussion I found, I haven’t tried though.

https://www.servicenow.com/community/itsm-forum/hide-worknote-for-everyone-on-service-portal-helsink...

[Ankur Bawiskar]

@bishalsharm 

for that you will require to play with widget, clone the existing one and add your logic etc

I believe that link has the approach which should help you

If my response helped please mark it correct and close the thread so that it benefits future readers.

[bishalsharm]

@Ankur Bawiskar 

most of the links are related to the emails contents visibility on portal..let me take a look and apply