Work notes field missing on RITM and Catalog TASK for one user

[heikkint]

Hi Community,

We have one itil user who does not have a work notes field on RITM and catalog TASKs forms. She is able to see the field on the Incident  form.

It's really strange. The post button is visible, but the entry field is missing. The user does not have the ability to remove the field under personalize form.  

Does anyone have any idea why this would happen?

I appreciate any help you can provide.

Traci Heikkinen

[corina]

Hello Traci.

Do you have a print screen to exemplify this?

Normally if you add it in configure Layout you should have access to it ( as a user)

[SudhirOjha]

HI,

Is the worknotes available to other users for RITM?

Do share the screenshot with worknote field and without for both users?

Thanks

Sudhir

[heikkint]

Sorry about that.

Here is with:

Here is without:

[Sharique Azim]

Hi Traci,

Two things to check here:

1. if the user has itil role.
2. the user has not selected one journal field , please find image below.