Viewable Work Notes in Tasks for non ITIL users

[paul_roberts]

Hi All,

I'm looking for a little guidance - i hope you can help

We have a 3rd Party who handle some of our Hardware Service Requests.   They just have a basic view where they are able to see Tasks assigned to them.   They have just the one custom built Role applied and no ITIL Role.

This has worked well but a requirement has come up where they are going to need to be able to see Work Notes added to Tasks as they currently can't see them.

I'm looking at the Access Controls located in Tables >> Task >> Access Controls

And their Role is applied to the Read Operation for task.comments_and_work_notes, task.work_notes & task.work_notes_list

But they are still unable to see the work notes.

Is there anywhere else I need to look for this to be viewable for them?

Thanks

Paul

[Brad Tilton]

Hi Paul,

I think that ACL should do it, but if you go to the incident form and right click on the work notes label and choose personalize -> security you can see all of the ACLs affecting that field. It's possilbe there may be something else you need to modify.

[Mike Allen]

Work notes is a journal field, so it evacuates anything put in it on save of the record.   Have you exposed the activities to their view?   This holds the historic data entered into the work notes field.   Also, can you take some screenshots so we have a better idea of what you are seeing?

[paul_roberts]

Thanks both for the replies

@Brad - I don't seem to be able to do this on just the Work Notes Field within the form.   I Right clicked the field and added their Role to the Read property but it seemed to globally effect the Task form and made it so that other people couldn't see anything!   Upset a few people too!

@Mike - Thanks that seems to make sense as they can see the Work Notes Field which people use to enter the notes into, but not the activity captured.   How would i go about exposing the activities?

Here's what they see :-

Hope this helps

Cheers

Paul

[Mike Allen]

You have it at the bottom there, just have to configure it:

right-click activities banner, go to Configure Activities (or Personalize Activities), and make sure Work Notes is there: