Users cannot see work notes

[rf1983]

Hi,

We are having an issue at present in our dev instance. When a user opens an existing incident not opened by themselves or in their queue they cannot see the work-notes or additional comments? If an admin or the user who created the ticket opens it they can see the notes.   The users all have the itil role. We are on helsinki patch 8 with ui16 plugin enabled. Would anyone have any ideas what could cause this?

Thanks

[balaji_charapal]

Hi Rory,

please check the acl on incident, may itil user dont have access to worknotes or additional comments.

[Madhu27]

Rory,

Please check the following

1. Please check the UI Policies defined on Incident and corresponding UI actions.

Creating a UI Policy - ServiceNow Wiki

2. Check the form configurations as an admin as well as impersonate as an ITIL user and check the form configuration.

3. Please check ACLs defined on Incident too.

Thanks

Madhu

Hit Like/Helpful/Correct if this helps

[shloke04]

Hi,

It should be an ACL issue.Please check the ACL for the work notes field on the Task or on the Incident Table . Below is the link for the ACL which is defined on the Task Table for Work Notes field:

https://instance.service-now.com/sys_security_acl.do?sys_id=d6f8e7eddb803200eb7fd740cf961937&sysparm...

Replace "instance" with your Instance Name and check the above ACL.

Hope this helps.Mark the answer as correct/helpful based on impact.

Regards,

Shloke