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

[heikkint]

Work notes are available for all other itil users that I have checked. She is the only one who has complained that the field is missing.

[SudhirOjha]

it looks strange.

How many views are available for the form ?

Do share the screenshot of form design?

[corina]

By any chance do you have glide.ui16.live_forms.enabled = true ?

Also, can you enable security debug when loggedin as the problematic user and see if she is failing the ACL?

Can you also get the URL the user is accessing? Make sure the view is no ESS or something like this.

[heikkint]

Hi Sudhir,

I'm a relatively new user. Is this what you mean by form design:

[heikkint · Accepted solution]

Thanks everyone! We were able to restore the work notes by deleting the "glide.ui.sc_task.stream_input" user preference record.