User can't see work notes in activity log

[kenny_vl1]

I got note from an end-user who is unable to see the work notes in the activity log.

The date/time stamp is there, but the yellow box containing the work notes content is not showing.

This is a user-specific issue, since other users can see the work_notes.

The user has read/write access to the work_notes:

ACL - record/incident.work_notes/read true

ACL - record/incident.work_notes/write true

When inspecting element on the activity log, I am missing div name = "work_notes" <div name="work_no<div name="work_no<div name="work_no

<span name="activity_0_div" style="display: block" id="activity_b742e60b0fc3da00ae62748362050e02.0_div" class="activity_update_group"><div name="work_notes" style="display: block; background-color: lightgoldenrodyellow;" label="Work notes" class="activity_field"><script></script>
   teste
   </div></span>
<div name="work_notes" style="display: block; background-color: lightgoldenrodyellow;" label="Work notes" class="activity_field"><script></script>
   test
   </div>

Since the data is not written tio HTML when rendering the page, I assume this wll be a server-side problem.

Hopefully soneone can help me with this.

It's working for me, as admin.

Build name: Helsinki

Build date: 05-16-2016_1044

Build tag: glide-helsinki-03-16-2016__patch0-hotfix1-05-16-2016dd

[kenappell]

This is correct out-of-box behavior. The work notes are for the assignment group team to collaborate on the ticket. The additional comments field is for communicating with end users.

[march · Accepted solution]

Hi Kenny

Are the 2 users licensed user (with roles)?

As Ken mentioned only licensed/roled users have access to the worknotes.

If it is the case, please verify your user did not "customize the activity log

BR

Marc

[kenny_vl1]

That did the trick !

The user was a roled user, who is able to read and write work_notes BUT he customized the activity log.

Man... How could I have missed that !? Thanks a lot guys !!

[Nithin12]

hi Kenny,

We are facing same issue, Only one user is not able to see the activity log, My question how can user customize his activty log as he dont have admin access , If I impersonate him , user has different alignment of tabs.

Rather than a tab view, he has some drop down view.

can you help on this?

Thanks,

Nithin.