Work notes field is missing

[johnkitchen]

We upgraded our instance to Jakarta and UI16 from Helsinki and UI15 over the weekend. This morning we have some itil users unable to see the work notes field on some forms. Some people can see the field on incidents but not tasks, some can not see on tasks or incidents, some can see the field on both forms. Anyone seen a similar issue before?

[Patrick Fedigan]

Hello John,

I have seen similar issues on Jakarta Instances with the Work Notes AWA the watch list. We've let SN know through a HI ticket and it is being worked on.

Cheers,

[johnkitchen]

Here's the note from the Service Now engineer on our ticket. This band aid is working for us until the problem is resolved.

I have successfully reproduced the issue in our latest out of box instances and I have confirmed that the issue you are experiencing is related to problem record PRB1105639. I have associated the problem article to this incident for your reference and will now be moving this incident into a sub- state of Pending Problem. I will also be assigning a problem manager to this incident so that we will be updated as progress is made on the problem record. As a workaround, I have identified that if you update the following user preferences for your users to a value of work_notes (instead of the current value of undefined), the work notes field will become available to your users: -glide.ui.incident.stream_input -glide.ui.sc_task.stream_input https://*****.service-now.com/sys_user_preference_list.do?sysparm_query=nameLIKEstream_input%5EnameL... Even though you did not mention any issues with visual task boards, some of your users have a user preference (glide.ui.vtb_task.stream_input) that is currently set to undefined as well. If you notice any strange behavior with your task boards, change this preference from undefined to work_notes in case the work_notes field is hidden for your users. Please let me know if this workaround makes your work notes field visible to your users again. If you have any additional issues or have questions, please do not hesitate to contact me.

[stevedag]

Thanks John for the workaround!

Here's some more informations if other people wants to trap every users having the problem in their instance:

1. Go in Table |   User Preferences

2. In the Name field column, search for *.stream

3. In the Value field column, search for =undefined

It will show you all records in all the tables where the users found have a problem.

4. Change every record value from "undefined" to "work_notes".

It's a good workaround while we're waiting for a permanent solution from support.

[Phil O_shea]

Hi John,

Did you get any sort of resolution with this by any chance?

I am having this same issue as well with one of our OOB tables.

I followed the workaround noted by your SNOW reply with a slight exception to creating a new preference for the user pointing to our oob table eg; glide.ui.u_delivery_docket.stream_input.

Just curious how your instance went.