Hi Dean,
The behavior you are seeing when you right-click on the "Additional Comments" or "Work notes" labels in Geneva, with not getting the context menu, is tied to the new Activity stream formatter and these journal inputs. If you put the underlying comments and work_notes fields as part of the form layout on a new Customer Service Case record (sn_customerservice_case), because the Activity stream is not included, you will get the context menu when you right-click on the labels for these fields. Additionally, client scripts to manipulate these labels (like 'Modify Comments Label', which adds the 'Customer visible' text to the comments label) do not work.
Pradeep is correct, the desired label is stored as a sys_documentation record. The default sys_documentation record you will see when you right-click on the label is for table task, element work_notes. To create a custom label for only incident, you need to create a new sys_documentation record for table incident, element work_notes, and this label will display only on the incident form.
The Customer Service application is in a custom Application scope, not global. In this case, you cannot create a sys_documentation label which will be applied only to this table. Further, you cannot use a client script like 'Modify Comments Label' to alter the text because of the Activity stream behavior. So there is no option in Geneva to override the comments or work_notes labels that works on all forms.
Regards,
Ed
