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?

[harishdasari]

Hi John,

Just curious to ask, are you able to see this on your incident form ? If you are on UI 16, worknotes field gets hidden, if we check true on additional comments check box, then work notes will be visible.

Thanks.

[johnkitchen]

Sorry, I don't have the checkbox or policies to hide the additional comments field.

[mig]

Hello,

currently we are also upgrading from Helsinki to Jakarta and I found a similar issue.

The workaround I found is to put the Activities (filtered) (Formatter) in an own section via the Form Designer.

Another observation that I made is that the former "Comments an Work Notes" field is not displayed also.

I do not know the root cause for this issue and am considering to open a HI ticket for this.

Kind regards

Miguel

[Frank1975]

Hi Miguel,

we experienced the same issue after upgrade last weekend, so we put UI Policies in place for Requested Items, tasks, Control Tests and so on.

Thanks

Frank

[mig]

Hallo Frank,

thanks. I will check that also as we currently have upgraded just our Sandbox.

Kind regards

Miguel