question Re: make work notes editable in Developer forum

make work notes editable

Goran WitchDoc — Wed, 19 Nov 2014 12:44:58 GMT

HI,

Is there any way to make existing work notes editable. I understand reasons why you shouldnt be able to edit after save. But right now, that is something we want to be able to do in our company.

Re: make work notes editable

Kalaiarasan Pus — Wed, 19 Nov 2014 12:52:26 GMT

there is a write Access control at the task table .. check that ... it is restricted by roles out of the box... create a write ACL for the table and provide access to the users...

Re: make work notes editable

Anurag Tripathi — Wed, 19 Nov 2014 12:54:01 GMT

Hi Goran,

Is your question is that once i saved something in work notes (it went into activity logs) , now you want to edit that??

Re: make work notes editable

Kalaiarasan Pus — Wed, 19 Nov 2014 12:56:17 GMT

I got your question wrong ... Sorry

Re: make work notes editable

Goran WitchDoc — Wed, 19 Nov 2014 12:59:03 GMT

Yepp.. to be able to edit already saved work notes

Re: make work notes editable

Kalaiarasan Pus — Wed, 19 Nov 2014 13:00:56 GMT

this is the table i guess

sys_journal_field

Re: make work notes editable

Kalaiarasan Pus — Wed, 19 Nov 2014 13:03:51 GMT

Plus, element id field will contain the sys id of the related record

Re: make work notes editable

Pradeep Sharma — Wed, 19 Nov 2014 13:09:01 GMT

Hello Goran,

Please check the below link

http://www.servicenowguru.com/system-definition/remove-activity-log-journal-entries/

Re: make work notes editable

Goran WitchDoc — Wed, 19 Nov 2014 13:27:27 GMT

Im kind of new to ServiceNow and It looks like I have two kind of options.

1, I need to give roles the right access to tables through ACL.

2. Another option is Pradeeps link which is ACL + some UI stuff that makes a update show on right click

If I go with nr.1 which seems "easier". Do I only need to click on the little "chatbubble" to edit it or how do people edit the work notes?

Re: make work notes editable

Anurag Tripathi — Wed, 19 Nov 2014 13:32:43 GMT

Hi Goran,

Also take a look at this

https://community.servicenow.com/message/646976#646976

Re: make work notes editable

Goran WitchDoc — Wed, 19 Nov 2014 13:37:47 GMT

Ahh. Nice reading, thou Im a bit skeptic to it since it's so old and It's kind of hard to know it still would work. But it is also a to complicated way of doing it. In my case I want our assignees to be able to do it. Last reply is the serviceguru-link. But as for it, I wonder if there is an easier way now, since that solution got about 1 ½ year on it and a few updates/releases have come after that.

Re: make work notes editable

Kalaiarasan Pus — Wed, 19 Nov 2014 13:43:36 GMT

Not sure if I understand this but you should not be giving access to the users to edit this ... Whatever is being suggested , is for a one time activity .. Let's say few records have incorrect value and you as a developer or admin wants to correct it ... Providing access to the users to such table is not the right way....

Re: make work notes editable

Kalaiarasan Pus — Wed, 19 Nov 2014 13:44:36 GMT

Re: make work notes editable

Goran WitchDoc — Wed, 19 Nov 2014 14:15:25 GMT

Perhaps we talk about different things.

What I am looking for is that is an assignee has made an work note and want to edit it afterwards, he/she should be able to do that. As out-of-the-box that field is locked and only way is to type another work note with the correction.

I understand why it is like this from the start and get the pros/cons for it. But since this is a way of work we have been having in our old system and it never been any problem of misbehaving, its seems as a nice thing to have and it also stops the flow in activitylog to be at minimum.

Perhaps I made myself abit clearer now 😃

Re: make work notes editable

randrews — Wed, 19 Nov 2014 14:31:42 GMT

out of the box design no he shouldn't those work notes are entered and part of the history of the ticket...

making this work would require them to edit the journal field table and that isn't a good idea... if this is what you REALLY want.. i would simply create a new text field on the ticket and remove work notes... then write a rule allowing them to edit it...

personally i haven't had many occasions to do this and i ran a helpdesk for a LONG time... i wouldn't do it but up to you...

know that reporting on and editing the journal fields is a long task because that table gets HUGE which is why i recommend just using a different field.

Re: make work notes editable

Kalaiarasan Pus — Wed, 19 Nov 2014 15:03:21 GMT

Nope .. We are talking of the same thing Doug Andrews just put it clearly what I intended to say

Re: make work notes editable

randrews — Wed, 19 Nov 2014 15:19:48 GMT

yeahh pretty much every system i have worked in once it goes into the history it stays unless for political reasons it has to be removed <the tech wrote obscenities in the notes>

and that had to be done by an admin.

Re: make work notes editable

Goran WitchDoc — Fri, 21 Nov 2014 11:59:05 GMT

Get your points 😃

To bad we had CA Service Desk Manager where it aint like that guess we need to change some of the way of work instead. Aint putting all this effort into that.

Re: make work notes editable

Michael Ritchie — Fri, 21 Nov 2014 13:02:39 GMT

I posted something on Share earlier this year to make it easy to remove comments. You could look at the code and alter it to make them editable.

ServiceNow Share

Re: make work notes editable

randrews — Fri, 21 Nov 2014 15:03:14 GMT

one of the primary reasons NOT to allow this is that if someone makes a mistake in a ticket... implementing the wrong solution and causeing an issue you don't want them able to go cover their tracks..

if you enter the wrong notes it is easy to enter a second note saying note from xxx are for the wrong ticket entered in error... but once something is entered into a ticket it is part of the history for that ticket and shouldn't be altered.