How to filter Work Notes and Comments by user on Incident form?

[Aishwarya_01]

Hi all,

We have a requirement On the Incident form, the Activity stream quickly gets cluttered because Work Notes and Additional Comments from many users are shown together in chronological order. This makes it hard to follow when several people are updating the same record.

Our requirement is on platform view to give end users the ability to:

• Show updates from a specific user (e.g., only entries from John Doe)
• Filter out updates from specific users
• Optionally show only my updates

The goal is not to permanently remove or hide data, but to let users temporarily filter the Activity stream for better readability.

I know Work Notes and Comments are stored in the sys_journal_field table (and can also be found through sys_audit and sys_history_line), but I’m not sure what the best way is to provide this kind of filtered view directly on the Incident form.

Has anyone implemented something similar or can suggest best practices? Any pointers or examples would be greatly appreciated.

Thanks in advance!

[GlideFather]

HI @Aishwarya_01,

it's important to realise what user.

Because the caller / requestor / end user is expected to see the additional comments only, and not work notes.

Also, it's not possible to filter by the author. You can either see all work notes or additional comments or none of them...

[Ankur Bawiskar]

@Aishwarya_01 

this is not available OOTB.

Even if you try to do this it will involve heavy customization which I won't recommend.

Instead I will suggest to inform your customer about this OOTB platform behavior and train the agents.

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