Worknotes, Email Activity and the Requestor

[TStark]

As normal, the Activity stream on an Incident is viewable by anyone with the ITIL role. The problem with this is a requestor can also have the ITIL role and therefore can see the Work Notes. Hiding the Work Notes from the requestor was a thought, but the requestor, with the ITIL role can still see the Work Notes by clicking on "show more" on the Email activity of an email that was sent out when a Work Note was added to the Incident. All of this is normal behavior but I'm sure I'm not the only one who wants to hide all Work Notes access from the requestor whether it be from an email or on Work Notes directly. Has anyone found a solution for this?

Thanks,
AJ

[Saurav11]

Hello,

You can update the Ui policy right that if the logged in user is same as the requestor then  hide the worknotes. You can also update the ACL to do the same.

Please mark my answer as correct based on Impact.

[TStark]

Hi @Saurav11 I appreciate your response, but I mentioned "Hiding the Work Notes from the requestor was a thought, but the requestor, with the ITIL role can still see the Work Notes by clicking on "show more" on the Email activity of an email that was sent out when a Work Note was added to the Incident." So the problem is not just the the work notes but also the email that contains the work notes that are displayed in the activity. 

Aj