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

[vanessaheux]

By impersonating my profile to end user or application team member, I could go further in the analyze.

End user can only see additional comments which is normal.

Apllication team members use both additional comments or work notes and the way they see it is ok.

They can choose work notes OR add. Comments, the text of work notes is not duplicated on additional comments automatically and POST button works for the chosen field.

Everything seems to be ok. (see document joined for screenshot)

But with my admin role, both fields are separated even if I seem to be on the same view as the Application team members. And the problems faced still exist. (see document joined for screenshot)

• Work notes automatically replicated to additional comment
• So of course work note sent to customer side effect of the first problem)
• Post button only work for work notes
• I can 't see my additional comments
• I can't see the customer additional comments

I checked for business rules and ACL already but found nothing that could explain why admin profiles react this way while all other profiles (end user or application team members) react correctly.

Does that help you understand where could be the problem ?

Regards

Vanessa

[adamjgreenberg]

Vanessa,

I think a ticket to service-now support may be in order as I don't have access to your instance directly.
The User Experience team should be able to help you find the root cause and they will be able to debug the application while it is running.

Can you replicate this in a sub production instance of yours? If not, can you clone down so support can test without impacting your production data?

[Job2]

1. Go to User Preferences

2. Search for glide.ui.activity_stream.multiple_inputs

3. Delete all records found

4. Create a new User Preference

[Arjun King]

Hi Vanessa,

While configuring the Journal fields like "worknotes and Comments" field, it should be in the same section.

Please try to rearrange the Worknotes and comments field in the same section along with Including "activities (formatter)". Then the issue will be resolved.

Please mark Helpful, if the issue is resolved or hit helpful based on the issue.

Thanks,

Arjun King.

[vanessaheux]

It is already in the same section.