Issues with worknotes and additional comments when mixed

[vanessaheux]

Hello

On my incident form, I face many issues while I'm managing 2 journal input fields (additional comments and work notes).

1. The post button only works for work notes. I absolutely need to update the form if I want to save the additional comments.

2. When I write a work note, all the text entered is duplicated in the additional comments in live. The problem is also that it is sent to the customer whereas it should not.

3. I can't see my own additional comments. Fortunately, the customer can see it.

4. I can 't see the customer additional comments when he sent me some. He can.

Could you help me solve some of those problems please ?

I join you a document for screenshots and more explanations if you need so.

A big thanks to all people that could help me as people are complaining and I'm quite new in service now and that seems difficult to solve as there is not only one problem to my mind.

Regards

Vanessa

[Michael Fry1]

Seems like an ACL problem, tho you have admin rights. I would check Read & Write ACLs on Comments and see if there are any blocking you.

Also on work notes, make sure there isn't one allow customer to read.

[vanessaheux]

Thank you but I already checked.

You can see further analyze in the post if that could help you.

Regards

Vanessa

[adamjgreenberg]

Do you have a business rule that duplicates the worknotes activity field?

I agree with Michael above, looks like you don't have rights to see the notes after they are posted.

[vanessaheux]

Thank you but I already checked.

You can see further analyze in the post if that could help you.

Regards

Vanessa