question ByDefault show Additional comments journal field on incident form onload. in CSM forum

ByDefault show Additional comments journal field on incident form onload.

shashanksha — Fri, 27 Sep 2024 14:50:50 GMT

How to make Additional Comments (Customer Visible) field By Default visible Onload incident form, when user open the form. Currently whatever checkbox we check whether it is work notes or additional comments that jornal field is visible but i want to show Additional comments journal field every time user opens the form.

Re: ByDefault show Additional comments journal field on incident form onload.

Brad Bowman — Fri, 27 Sep 2024 15:06:50 GMT

There are 2 records on the sys_user_preference that affect this.

glide.ui.activity_stream.multiple_inputs - true means both Work Notes and Additional comments will be visible, false means only one

glide.ui.incident.stream_input - a Value = comments will show the Additional comments journal field. work_notes will show the Work notes.

If you delete all of these records for all users, except one record of each with an empty user, that will be the default for all users.

Re: ByDefault show Additional comments journal field on incident form onload.

shashanksha — Fri, 27 Sep 2024 15:21:44 GMT

Hello @Brad Bowman

Thanks for you response, but after making the changes mentioned by you, When i post the Worknotes whic the checkbox remain checked and reload the form again it is showing Worknotes again not additional comments as I want to show Additional comments whwnever user opens the form, whether he/she posted worknotes or additional comments latest with checkbox checked also.

If you see the last attahcement as i am posting Worknotes with checkbox checked and reload the form. I want Additional Comments should come not worknotes.

Thanks,

Shashank

Re: ByDefault show Additional comments journal field on incident form onload.

Brad Bowman — Fri, 27 Sep 2024 17:22:42 GMT

If making those changes resulted in the Additional comments (only) being displayed for all users, then that's the first step. To stop the inherent system behavior you are describing, you will need to create a before Insert Business Rule on the sys_user_preference table to prevent new records from being added if the user clicks either area to change the behavior.

Name is glide.ui.activity_stream.multiple_inputs or Name is glide.ui.incident.stream_input

The next problem is that when you check the box or show all journal fields, that setting is cached until logout, so the user_preference table is not read every time an incident is viewed, meaning it will only reset after the next time the user logs out/in.

If you add an onLoad Client Script on the Incident table, it will force the reset to Additional comments some/most of the time.

function onLoad() { setPreference('glide.ui.incident.stream_input', 'comments'); }

A few times when testing by checking the Work notes box then saving/updating/reloading the form the Work notes were still displayed, then it switch back when trying again. I don't know of a way to get it to not cache this activity or completely getting around this.

Re: ByDefault show Additional comments journal field on incident form onload.

shashanksha — Mon, 30 Sep 2024 07:08:01 GMT

Hello @Brad Bowman ,

Thanks for your help. Things are working on second time as when we checked the work notes checkbox part and then reload the form first time, then worknotes field is coming but again reloading the same form without doing anything Additional Comments field is coming. So any idea regarding the same that if we checked the worknotes and reload again first time Additional comments should comes not work notes.

Thanks,

Shashank Sharma

Re: ByDefault show Additional comments journal field on incident form onload.

shashanksha — Mon, 30 Sep 2024 07:46:30 GMT

Hello @Brad Bowman ,

Can you please help me out on the above part?

Thanks,

Shashank Sharma

Re: ByDefault show Additional comments journal field on incident form onload.

Brad Bowman — Mon, 30 Sep 2024 11:45:48 GMT

As I said in the solution, I observed this in my testing, and don't know a way around this caching to get the final way there. This should only present for the same user, immediately after updating a record, so if a user clicks the Work notes box, they should expect that Work notes will be displayed until they uncheck it. With this solution in place, others won't have to notice the field is labeled Work notes and uncheck the box as that will be done for them when they view the record

Re: ByDefault show Additional comments journal field on incident form onload.

shashanksha — Tue, 01 Oct 2024 12:53:45 GMT

Hello @Brad Bowman ,

Do you have idea from where that work_notes checkbox functionality is working. As worknotes checkbox checked making entry in user preference table. Do you have idea from where it is happening?

Thanks,

Shashank Sharma

Re: ByDefault show Additional comments journal field on incident form onload.

shashanksha — Tue, 01 Oct 2024 15:16:30 GMT

Hello @Brad Bowman ,

Can you have any idea where we can control the work notes/additional comment checkbox.

So that we can handle it on while loading the form.

Thanks,

Shashank Sharma

Re: ByDefault show Additional comments journal field on incident form onload.

shashanksha — Thu, 03 Oct 2024 10:59:59 GMT

Hello ,

Can we use a Onchange client script on worknotes field and set the preference

setPreference('glide.ui.incident.stream_input', 'comments');

on the form.

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

if (isLoading || newValue === '') {

setPreference('glide.ui.incident.stream_input', 'comments');

return;

}

Thanks,

Shashank Sharma

Re: ByDefault show Additional comments journal field on incident form onload.

shashanksha — Thu, 03 Oct 2024 11:04:56 GMT

Hello @Brad Bowman ,

Can we use a Onchange client script on worknotes field and set the preference

setPreference('glide.ui.incident.stream_input', 'comments');

on the form.

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

if (isLoading || newValue === '') {

setPreference('glide.ui.incident.stream_input', 'comments');

return;

}

setPreference('glide.ui.incident.stream_input', 'comments');

}

As things are working by using above code.

Thanks,

Shashank Sharma