Why is "Actions taken" comment field is not merged with the "Show all journal fields" on Incident ?

[AbdurRahmanSnow]

Good evening.!
On the Incident's Notes section, in Test instance, the work-notes, additional comments and actions taken are merged into each other.

But on Production, the work-notes and additional comments are merged, but not the actions taken. This is causing the "Actions taken" to not comment on the ticket, since this is separated out from the POST button. 

Please help. 
@Ankur Bawiskar @Dr Atul G- LNG @Viraj Hudlikar 

[Ankur Bawiskar]

@AbdurRahmanSnow 

this looks like a customization

Is Actions taken a new journal type field on INC table?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Tanushree Maiti]

Hi @AbdurRahmanSnow ,

In your Prod,  ServiceNow’s out-of-the-box behavior, if two journal fields are configured within the same tab as the Activity formatter, they are combined into a unified view. This displays controls like the Post button and an option to Show all journal fields.

But it seems , In your Test instance,  under  a section/tab - 3 journal fields are there . It might be the case for that reason you are getting those choice option or you have separate customization. Validate it.

[Dr Atul G- LNG]

Hi @AbdurRahmanSnow 

Greetings!!

It is not easy to figure out what is wrong, as this is a very tight configuration. It might be due to some property changes, a patch difference, or a missing plugin update. Please check these areas.

[AbdurRahmanSnow · Accepted solution]

Got the issue. I had to simply mark this "Actions taken" checkbox as true, and then it got merged above correctly.

@Ankur Bawiskar @Dr Atul G- LNG