Unable to see the post button for work notes on a particular incident

[venkram]

A specific user group is unable to see the "Post" button for work notes on one particular incident in the production environment. For all other incidents, the button appears as expected. Additionally, I can see the "Post" button for the same incident in the development environment without any issues.

I’ve already compared the user roles between prod and dev, and they are identical. The users also meet the necessary ACL conditions.

Could anyone please help me on this.

@Ankur Bawiskar

@Dr Atul G- LNG

@Nikhil Bajaj9

@GlideFather

[venkram]

Hi @Ankur Bawiskar ,

Yes, The user is able to edit but is unable to see the 'Post' button. This issue appears to be specific to this particular incident. Please refer to the attached screenshot for reference.

[Ankur Bawiskar]

@venkram 

is this happening on other incident as well with similar data?

May be some client script or UI policy is making that work notes mandatory and hence that button is hidden?

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

[kaushal_snow]

Hi @venkram ,

When the work_notes field is made mandatory through a UI Policy or Client Script, the Post button disappears from the Activity Stream. This is expected behavior in ServiceNow designed to prevent posting in mandatory scenarios......and The Post button may not appear if the user lacks the use.concourse user preference setting. Checking or adding this preference can resolve visibility issues....Try checking these and let me know...

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[GlideFather]

Hi @venkram,

a silly question but what's the incident state? isn't it Closed or Cancelled? Because you said other incidents have the button available...

Closed and Cancelled states means an incident is inactive and cannot be updated at all, not even a work note. Updated can be only active incidents (all states including Resolved)...

Please check the incident state and let me know 

[venkram]

Hi @GlideFather ,

The incident is in an open state, and the issue seems to be specific to this particular case. Please find the attached screenshot for your reference.