question Hide Worknotes updates in Service Portal in ITSM forum

Hide Worknotes updates in Service Portal

bishalsharm — Tue, 04 Mar 2025 03:38:45 GMT

Hi Experts,

On every update of worknotes in native UI, the same update is reflecting in service portal. The ask is to not show the worknotes updates in portal and keep only the additional comments there. I tried modifying existing ACL and able to hide it also but the problem is it is getting hiden in native UI as well which is not the ask.

Also, whatever mails we are sending from servicenow using Email client icon on the top of the incident record, that should remain visible in the portal.

so, if you know or came around this scenario before where you had asked to show worknotes in native UI but not in service portal, could you please share any information or solution here.

consider Table : Incident

Thank you

Bishal Sharma

Re: Hide Worknotes updates in Service Portal

Ankur Bawiskar — Tue, 04 Mar 2025 04:02:18 GMT

@bishalsharm

I don't think you can hide it only in portal and show in native.

Also, whatever mails we are sending from servicenow using Email client icon on the top of the incident record, that should remain visible in the portal. -> check this

Emails sent to ticket visible for end user in the customer service portal

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Hide Worknotes updates in Service Portal

SathishK1716321 — Tue, 04 Mar 2025 04:07:44 GMT

Hi @bishalsharm

Please refer below article and KB and mark helpful if it helps your cause.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0688972

https://www.servicenow.com/community/itsm-forum/hide-worknote-for-everyone-on-service-portal-helsinki/m-p/834768

Regards,

Sathish Kumar

Re: Hide Worknotes updates in Service Portal

bishalsharm — Tue, 04 Mar 2025 04:08:36 GMT

Hi @Ankur Bawiskar

Thanks for your response.

I was thinking what if we remove the worknote element from widget ?. Can u see below discussion I found, I haven’t tried though.

https://www.servicenow.com/community/itsm-forum/hide-worknote-for-everyone-on-service-portal-helsinki/m-p/834768

Re: Hide Worknotes updates in Service Portal

bishalsharm — Tue, 04 Mar 2025 04:14:12 GMT

Hi @SathishK1716321

both shared articles are not helpful for me..I already checked these.

Thanks,

Bishal

Re: Hide Worknotes updates in Service Portal

Ankur Bawiskar — Tue, 04 Mar 2025 04:38:41 GMT

@bishalsharm

for that you will require to play with widget, clone the existing one and add your logic etc

I believe that link has the approach which should help you

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Hide Worknotes updates in Service Portal

bishalsharm — Tue, 04 Mar 2025 05:11:25 GMT

@Ankur Bawiskar

most of the links are related to the emails contents visibility on portal..let me take a look and apply

Re: Hide Worknotes updates in Service Portal

Ankur Bawiskar — Tue, 04 Mar 2025 05:22:26 GMT

@bishalsharm

Sure

Would you mind closing your earlier questions by marking appropriate response as correct?

Members have invested their time and efforts in helping you.

Re: Hide Worknotes updates in Service Portal

bishalsharm — Tue, 04 Mar 2025 06:27:53 GMT

@Ankur Bawiskar @SathishK1716321

I resolved this by updating the client script section of the widget called "Standard Ticket Tab".

Code appended into the client part.

setTimeout(function () { // Select all elements that contain "Work notes" text in the activity stream var elements = document.querySelectorAll('.text-muted.journal-type.ng-binding'); for (var i = 0; i < elements.length; i++) { // Check if the element contains exactly "Work notes" if (elements[i].innerText.trim() === "Work notes") { // Find the closest parent element that represents a single activity entry var parentEntry = elements[i].closest('.timeline-item'); if (parentEntry) { console.log("Hiding Work Notes:", parentEntry); // Debugging output parentEntry.style.display = 'none'; // Hide only work note entries } } } }, 2000); // Delay to ensure the elements are loaded before running the script

Re: Hide Worknotes updates in Service Portal

Ankur Bawiskar — Tue, 04 Mar 2025 06:33:12 GMT

@bishalsharm

Glad to know.

If my response helped please mark it correct and close the thread so that it benefits future readers.